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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Creation of segment is...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Creation of segment is giving error

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Posted on by JL-08081308-0 18
Hello,
 
I am trying to create a segment for people who have opened a specific email but didn't click on it. And its not working. Can you tell me whats wrong here? 

Categories:
Dynamics 365 Customer Insights - Journeys
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  • Suggested answer
    CU25070653-0 Profile Picture
    CU25070653-0 4 on at
    .
  • Suggested answer
    jonasschwarzwaelder Profile Picture
    jonasschwarzwaelder 52 on at
    Here is my suggestion for the fixed segment:

    Group 2.1

     Country is China-Taiwan

    but not members in the following group

     Group 3

      Status is Active

      and

      Lead Type (Lead) is NQL

      (Lead → Contact via Parent Contact for lead)

    and also members that only appear in both of the groups

     Group 4

      Email opened at least once in the last 28 days

      Email = [EN] Campaign: Tech-Clarity Assessment

    but not members in the following group

     Group 5

      Email link clicked at least once in the last 28 days

      Email = [EN] Campaign: Tech-Clarity Assessment



    Explanation

    In your original setup, you used “and also members that only appear in both of the groups” between opened and clicked, and the clicked condition used “Email is not [EN] Campaign: Tech-Clarity Assessment.”
     
    Here’s what that logic actually does in Customer Insights:

    Group 4 = people who opened Tech-Clarity Assessment

    Group 5 = people who clicked an email other than Tech-Clarity Assessment (because of “is not”)

    The top-level operator “and also members that only appear in both groups” means intersection, so you’ll only get people who are in both groups.

    That means your segment currently returns:

    Contacts who opened Tech-Clarity Assessment and also clicked any other email, which is not the intended logic.

    To fix this, replace the last operator with “but not members in the following group.”

    This tells Customer Insights to include everyone who opened Tech-Clarity Assessment,

    but exclude anyone who clicked that same email.

     
  • Tom_Gioielli Profile Picture
    Tom_Gioielli 3,084 Super User 2026 Season 1 on at
    @JL-08081308-0, did this information help answer your question? If so, can you please mark answers as verified so future forum visitors can see the resolution.

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