We're having issues with journeys and contact merging:
1) on Trigger-based journeys (for example, Event Registration Created), a contact fills out a form on the website. Let's say they use an alternare email address, so Dynamics creates a new contact record, which subsequently starts down our event journey. Some time later, the customer service person notices that a duplicate record was created, and merges the new record with the existing one. As expected, the event registration record moves over to the primary contact (is is not re-created, so the journey does not trigger). But the new record (which is now deactivated) drops out of the journey, and it seems that the only way to get the /old/ record onto the journey is to ask them to sign up again, creating a duplicate event registration... Is this a bug, or am I doing something wrong?
2) on Segment-based journeys, is the segment re-evaluated each time an email is sent? That could be a work-around for the problem above, we could just create a segment of people who are registered for an event, and then the next email would go the the correct contact... or not?
At the base of this is the question: What is the relationship between journey participants and contacts? Is there such a relationship? Could that be updated with a power automate flow, for example?
Thank you!
Klaas
7
Share
Report
All responses (
Answers (
