Customer journey milestones

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Posted on by Thomas Serpollet

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Hi all,

I don't understand the concept of journey milestones when customer journey is live.

Is there a mandatory 2 hours time period, to start properly customer journey?

I just design a simple customer journey with form submission and to trigger email confirmation. But email is triggered 2 hours after form submission.

Thanks for your help.

Screenshot_5F00_20210519_2D00_223600_5F00_Dynamics-365-for-phones.jpg

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Nya 29,060 on at

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RE: Customer journey milestones

Hi Thomas,

If the journey has started, the time to trigger email has nothing to do with the set start time and time zone. These settings will only affect the point in time at which this Journey begins. For your example, this means that it will only affect the point in time when the contact submission form starts to count.

As per Journey in your screenshot, it has started in 19/05/2021 17:12 and the new submissions are later than the start time. It will take a little while for the Email to trigger after the contact submits the form, but that won't be long, only a few minutes on average.

If there is a long delay, please create a ticket to MS for more help.

Here is a similar issue, which others were experiencing but isn’t easy to reproduce: (+) Extreme delay in automatically sending email via hosted forms in a customer journey - Dynamics 365 Marketing Forum Community Forum

If this helped you, I'd appreciate it if you'd mark this as a Verified Answer, which may in turn help others as well.

Best Regards,

Nya

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Thomas Serpollet 105 on at

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RE: Customer journey milestones

Hi Nya,

Thanks for your answer, but it's still not clear for me.

My customer journey is now up and running

But when i capture new 3 contacts on my form, it's still take time to trigger email from my customer journey, why?

Is it always 2 hours later, because my time zone is 'GM Coordinated universal Time', and i cannot change it.

Thanks for your help. Have a nice day.

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Nya 29,060 on at

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RE: Customer journey milestones

Hi Thomas,

The milestones here are just records of time points and will not affect the start of a journey.

The start time is determined by the Start date and time and Time zone set in the General tab of a customer journey.

The default start time is 2h later than the creating time, which needs to be changed manually.

And also, check if the time zone you set match the one you need.

If this helped you, I'd appreciate it if you'd mark this as a Verified Answer, which may in turn help others as well.

Best Regards,

Nya

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