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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Trigger an email withi...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Trigger an email within a customer journey if appointment created from activity tile

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Posted on by VSalyer24 110

I am trying to create a customer journey that will send an email within the same customer journey based on whether a contact registers for an appointment within the Appointment activity tile in the same customer journey. 

See screenshot: https://www.screencast.com/t/0GwFOTddh

pastedimage1598322417717v1.png

Scenario: 

Contact submits web form to request more information.

---Receives Email 1
----Wait 3 days

---Send SMS message
----Wait 7 Days

----Send Email 2 (request for appointment)

----TRIGGER: If appointment scheduled, sent appointment confirmation

                         If appointment NOT scheduled, send financial aid email.

It does not appear that I am able to trigger on the creation of an appointment record or not, only reactions to an email within the customer journey. Is there another way to achieve this customer journey?

Best,

Valerie

I have the same question (0)
  • Suggested answer
    cloflyMao Profile Picture
    cloflyMao 25,210 on at

    Hi Valerie,

    It seems that the default trigger tile was only able to track interaction to entity of content section, such as form submitted/visited or email delivered/opened. (In other word, only marketing activities could be tracked by trigger.)

    pastedimage1598342026736v1.png

    Could you tell me how do you schedule appointment after sending email?

    A simplified solution is that you could create a segment to query contacts who registered a specific appointment, then run another customer journey to send marketing emails(3 & 4)to them.

    Or you could trigger on your custom channel tile, but currently I'm still learning how to use it.

    pastedimage1598342638591v2.png 

    https://docs.microsoft.com/en-us/dynamics365/marketing/developer/create-custom-channel-activity-interaction

    It looks like we need to execute msdyncrm_CustomChannelActivityCreateInteraction action on creation of custom channel activity.

    Regards,

    Clofly

  • Suggested answer
    Aga M Profile Picture
    Aga M on at

    Hi VSalyer24,

    Thank you for your question!

    This interaction currently doesn't exist in our product. Please suggest it to Ideas forum.

    Thank you,
    Aga

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