Customer journey

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I've embedded a Marketing form on our website to download our brochure. Once a contact clicks submit the contact is added to a customer journey which sends the contact an email with the brochure attached and generates a task for our sales team. This all works very well. But if the contact comes back and resubmits the form it does not activate the customer journey for the second time so does not resend the email.

Does anyone have a solution for this?

Thanks, Fraser

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Nya 29,060 on at

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Hi Fraser,

One contact can be processed only once by a customer journey, unless it's a recurring one.

However, the minimum interval for a recurring journey is one day.

It means that if a contact who submit a marketing form more than once in a day, the email will be sent only once, if the contact submit the form again in next day and the Recurrence interval is set as 1 day, the email can be sent again.

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Hi Nya

Thank you for your answer, I think this should do the trick. Can I confirm that the contact won't be automatically resent the email the next day unless they resubmit the form. Finally, what would I set the recurrence interval to, a bit confused by this.

Really appreciate your help here, Fraser

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Nya 29,060 on at

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Hi Fraser,

Sorry for the confusion.

Please refer to the following section to know more about recurring journey.

Set up a recurring journey

A Customer Journey can be seen as a one-way pipeline, which means that even if a contact submits a form multiple times, it will still be treated as the same contact and can only be processed once for subsequent steps. The only way to get contacts back into this pipeline is to set the journey to a recurring one.

But the Recurrence interval needs to be at least one day.

So if in your requirements you have contacts submitting the same form multiple times in one day, then customer journey cannot accommodate sending an email for each submission and therefore you need to find another way.

If you don't have formatting requirements for submitting reminder emails and just need a notification, you could consider creating a Flow to trigger this by submitting to send a regular email to the contact.

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Hi Nya

Sorry, I got the recurrence count and interval mixed up. So I've set the below up, does this look correct to you? – it will allow people to complete the customer journey (via the form) up to 10 times as long as there is one day between form submissions.

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Nya 29,060 on at

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Hi Fraser,

Yes, you're right.

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Community Member on at

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Great, thank you for your help Nya!

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Nya 29,060 on at

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You're welcome!

If the issue has been solved, please click the "Yes" to verify my answer.

Or if there is any further doubt, please do not hesitate to let me know.

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Hi Nya

I have set up the customer journey as outlined above and it does allow people to complete the form multiple times, as long as there is 24 hours between each submission. This issue now is that the contact goes back into the loop every 24 hours and get's reissued the email every 24 hours – any idea?

Thanks for your time on this, Fraser

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Nya 29,060 on at

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Hi Fraser,

You can add a filter like the following screenshot into the segment.

After adding the filter, only the contacts who submit the form in the last 1 day will be in the segment again.

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Community Member on at

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Thanks, Nya. I'm wondering if I have set this up wrong as I'm not using a segment. Below is what I have set up. Should the contact be added to a segment at some point in the customer journey or do I do this through a suppression segment? Below is what I have created. Your help is much appreciated. Fraser

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