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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Checking Segment Membe...
Customer experience | Sales, Customer Insights,...
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Checking Segment Membership during Customer Journey

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Posted on by AmeyHolden 230

So I have a customer journey that runs for a number of days based on a segment of customers with a specific data attribute - let’s say ‘favourite colour’ if during that customer journey their ‘favourite colour’ changes they still carry on in that journey so therefor receiving communications etc. that are no longer relevant to them. 

Any ideas how I could get the customer journey to ‘re-check’ the segment membership before completing an action. Like it does for consent?

I tried using a trigger but you can only base that on previous journey actions eg. Email bounced or event attended 

Any ideas? Or is this one for the backlog?!

  • AmeyHolden Profile Picture
    AmeyHolden 230 on at
    RE: Checking Segment Membership during Customer Journey

    Hurahhh it worked - suppression segment kicks in a treat. Thankyou both!

  • AmeyHolden Profile Picture
    AmeyHolden 230 on at
    RE: Checking Segment Membership during Customer Journey

    Thanks ShaileshJain & Richard@BarheadAU

    I'm giving this a try... but it looks like the frequency of how often a segment is re-evaluated is on a batch job which isn't so frequent. I'm not too hopeful but I will update you with how it goes!

  • Verified answer
    Richard@BarheadAU Profile Picture
    Richard@BarheadAU 160 on at
    RE: Checking Segment Membership during Customer Journey

    Hey Amey

    Have you tried using a Suppression Segment?

    https://docs.microsoft.com/en-gb/dynamics365/marketing/customer-journeys-create-automated-campaigns

    "A journey's suppression segment contains a list of contacts that the journey won't send any messages to, even if those contacts are also included among the segments explicitly targeted by the journey, and even if those contacts are already partly through the journey."

    Let me know if that helps

    Richard

  • Suggested answer
    ShaileshJain Profile Picture
    ShaileshJain on at
    RE: Checking Segment Membership during Customer Journey

    Hi Amey,

    Once a contact participates in the journey by becoming a member of any bonafide segment, the journey continues until all steps have been completed. The only mechanics to get somebody out of journey on external factors is by specifying a suppression segment

    for example: all the customers who have changed their "favorite color" in last X days, or since the start of journey.

    docs.microsoft.com/.../customer-journeys-create-automated-campaigns

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