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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Customer Journey suppr...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Customer Journey suppression segment

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Posted on by Sluedeke 75

Hey Guys,

i have got an issue to solve.

Here is the case:

I am creating a customer journey, that sends out an email with "important content".

I have configured a suppression segment (e.g. every user with more than 5 E-Mails a week).

How do i manage, that the contacts in the suppression segment will receive this "import content email" a week later or when they get off the suppression segment?

 

Does anyone had this issue before?

Best Regards, Sven Lüdeke

I have the same question (0)
  • Fabio Branco Profile Picture
    Fabio Branco Microsoft Employee on at

    Hi,

    Microsoft introduced a feature which helps optimazed the schedule time of the customer jorney emails.

    Does the smart scheduller help achieve your goals?

    Reference: docs.microsoft.com/.../smart-scheduler

  • Suggested answer
    Allison.Fierce Profile Picture
    Allison.Fierce 15 on at

    Hi Sven,

    It sounds like right now you have in this first Customer Journey a Segment of members, "Group A", and you're suppressing a subset with another segment, "Group B", and you send the content.

    One option to follow up on those who were suppressed would be to have a second Customer Journey and have the Entry segment be a Combined segment containing everyone in Group A EXCEPT everyone who was delivered an email in Customer Journey 1 (this would be a behavioral segment).

    The behavioral segment would be focused on the "Email Delivered" and your row would say "Customer journey equals [Customer Journey 1]"

    You could name it something like "Received Customer Journey 1"

    Then in your combined segment you'd have "Group A" EXCEPT "Received Customer Journey 1"

    You could even continue to include the suppression of "Group B", where those contacts currently have had 5 or more emails in a week.

    I hope that helps spark some frequency management ideas.

    Regards,

    Allison Fierce

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