User completes several different marketing forms, the user will only receive email from the first completed costumer journey.

(0) Share

Report

Posted on by PEROLL

We have several different marketing forms, for each marketing form I have a customer journey that sends a specific email based on which marking form that is completed. If a user completes several different marketing forms, the user will only receive email from the first completed costumer journey.
How do I set this up?

I have the same question (0)

All responses (11)

Answers (1)

cloflyMao 25,210 on at

Like (0)

Report

RE: User completes several different marketing forms, the user will only receive email from the first completed costumer journey.

Hi PEROLL,

You could refer to following steps:

I assume that you have 3 forms.

1. Create 6 segment

segment 1: query contacts who submit form 1

segment 2: query contacts who submit form 2

segment 3: query contacts who submit form 3

segment 4: query contacts who submit form 2 or form 3

segment 5: query contacts who submit form 1 or form 3

segment 6: query contacts who submit form 1 or form 2

2. Create 3 customer journey

customer journey 1: send marketing email A to members of segment 1, set segment 4 to suppression segment

customer journey 2: send marketing email B to members of segment 2, set segment 5 to suppression segment

customer journey 3: send marketing email C to members of segment 3, set segment 6 to suppression segment

e.g:

If contact X submitted form 1, he/she will be added into segment 1 and receive email A.(At same time the contact will be added into segment 5 and segment 6.

When he/she submitted form 2 or form 3, even if the person will be added into segment 2 or segment 3,

however, customer journey 2 and 3 will still exclude him/her due to suppression segment.

Regards,

Clofly

Was this reply helpful? Yes No
PEROLL 15 on at

Like (0)

Report

RE: User completes several different marketing forms, the user will only receive email from the first completed costumer journey.

Hi

Thank you for your feedback. That’s a method to do it. The challenge we have is that we have plus 20 forms that users can converters on. If we use this method, the combination of different segments will be many and complex. Is there no easier way to do this?

Best regards

Per

Was this reply helpful? Yes No
cloflyMao 25,210 on at

Like (0)

Report

RE: User completes several different marketing forms, the user will only receive email from the first completed costumer journey.

Hi PEROLL,

The workaround might not be adapted to complex scenario.

The challenge is that we want to send different marketing emails based on different forms, but contact could only receive email from first submission.

Suppression segment is the only approach to prevent contacts from receiving email, however, I didn't find a way to meet all of those requirements within one customer journey.

Due to limitation of existing customer journey features at present, you may need to simplify design: create a segment to query contacts who submit any form of 20 forms(link 20 query blocks with "OR" operator), and use only one marketing email in one customer journey.

No matter which form contacts submit, they will receive same email, but you could create a temporary field to Contact entity and hide it on marketing form to save form name(add custom JavaScript function to 20 marketing pages to populate the field with different values), then render different HTML content based on the field value with dynamic expression.

Regards,

Clofly

Was this reply helpful? Yes No
PEROLL 15 on at

Like (0)

Report

RE: User completes several different marketing forms, the user will only receive email from the first completed costumer journey.

Hi,

I may not have been clear enough in my explanation, sorry for that.

Our use case is that we need different forms to send a unique email per form. I think we have set it up like this, but if a user converts on several forms, users only receive emails from the first conversion. We have configured the form by updating both "Contacts and lead". We can see that the conversions have registered a lead, but the configured different customer journeys for each form handles only the first conversion, so the user only receive that email.

Thanks for helping us.

Best regards

Per

Was this reply helpful? Yes No
cloflyMao 25,210 on at

Like (0)

Report

RE: User completes several different marketing forms, the user will only receive email from the first completed costumer journey.

Hi Peroll,

Could you share me screenshots of your different customer journeys?

Regards,

Clofly

Was this reply helpful? Yes No
PEROLL 15 on at

Like (0)

Report

RE: User completes several different marketing forms, the user will only receive email from the first completed costumer journey.

Hi

Here are two screenshots. Many of our journeys begins when a user converts on a marketing form. Then we have other journeys that begins with a choice of segment.

Best regards

Per

Was this reply helpful? Yes No
cloflyMao 25,210 on at

Like (0)

Report

RE: User completes several different marketing forms, the user will only receive email from the first completed costumer journey.

Hi Peroll,

You could check whether your issue would be related to question of the following thread:

https://community.dynamics.com/365/marketing/f/dynamics-365-for-marketing-forum/388722/by-design-or-not

If yes, it is recommended to create a interaction based segment to send marketing email to customers who submitted form.

Regards,

Clofly

Was this reply helpful? Yes No
PEROLL 15 on at

Like (0)

Report

RE: User completes several different marketing forms, the user will only receive email from the first completed costumer journey.

Have read through the thread, there is no exhaustive answer about this use case what I can think. We simply must make a test. But if I understand correctly, perhaps an interaction segment filtered on form submission ensures that users who convert from several forms receives different emails based on the form and CJ. I will let you know when I have tested.

Regards

Per

Was this reply helpful? Yes No
cloflyMao 25,210 on at

Like (0)

Report

RE: User completes several different marketing forms, the user will only receive email from the first completed costumer journey.

Hi Peroll,

Yes, by setting a interaction segment as start tile of customer journey is recommended.

I will be waiting for your feedback.

Regards,

Clofly

Was this reply helpful? Yes No
PEROLL 15 on at

Like (0)

Report

RE: User completes several different marketing forms, the user will only receive email from the first completed costumer journey.

Hi

It seems to work when I have started the CJ with an interaction segment filtered on form submission.

But another issue, many customers tend to convert several times on the same form, the time can vary from 1 week to 4 months. What I understand from the CJ is that a customer only can be processed once trough the CJ. Is there a workaround for that?

Best regards

Per

Was this reply helpful? Yes No