Automated Customer Journey does not start

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I've created a very straight forward Customer Journey in Dynamics for Marketing, that begins with a Dynamics Segment (Contact with a specific field value) and then an email that should be send to these contacts. It's supposed to be an ongoing campaign for customer that request a download from our website.

However the Customer Journey does not seem to work after I go live. Might there be a specific setting I'm not aware of?

Thanks!

Timothy

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Customer Journey Design

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megcda 2,192 on at

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Hi plgmkrs,

Have you validated that contacts are actually in the segment? Perhaps the segment isn't setup correctly or you may be using a field that isn't supported. If you can share more information or a screenshot, that would be helpful. Also just to validate, your segment and email are live as well, correct? Under the General tab on the customer journey, is the time zone set to your time zone?

And just to confirm, there are no suppression segment added and no scheduler tile added to your journey, correct?

Thanks,

Megan

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Community Member on at

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Hey Megan, thanks for your reply!

The journey with the dynamic segment seems to work now, but it only fires once every hour... Is that something that can be adjusted perhaps?

The journey that sho be triggered by an update of a specific field does not seem to start at all.

I've checked all the parts you mentioned and they are all live and there is no suppression segment added.

Thanks!

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cloflyMao 25,210 on at

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Hi Partner,

For your first question, dynamic segment refresh once an hour and we couldn't adjust it.

For the second:

As doc introduced, this tile is to track an enity's associated contact, so the entity(Entity name setting) is main part, which means we could set any entity that has a field(lookup) associated with contact instead of only contact, the associated contact will receive email when we create/update/delete this entity.

For example, my tile properties is below:

When we update Address 1: City field(1), the primary contact(2) of this account will receive email.

For your settings, you are going to send a contact's associated contact,

as description for this field in Metadata Browser:

So you could check whether this field has value when you update contacts.

Regards,

Clofly

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