Can I start a Customer Journey from an Interaction or only from a Segment?

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Posted on by Stephani

With other products, I can start an automation from a customer interaction. For example, when a customer submits a form. Upon that interaction, a journey will begin.

Based on what I've seen so far, I can only start an automation (Customer Journey) from a Segment in Microsoft Marketing. Is this correct? I know I can create a segment based on customers who submitted the form - but that's an extra step. It would be easier to start an automation from an interaction and not have to create segments for every interaction.

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Stephan Klemm 110 on at

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RE: Can I start a Customer Journey from an Interaction or only from a Segment?

You can start a Journey from an interaction. We use this to send customers E-Mails after they submitted a form on a specific Marketing page.

Use a Marketing page as the first tile and select the form on the second tile. Upon submission the path continues and an E-Mail is send.

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Christian Abeln on at

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RE: Can I start a Customer Journey from an Interaction or only from a Segment?

Hello,

like Stephan shows in the screen shot, inbound journeys are well supported with Dynamics 365 for Marketing!

You can read more here in the documentation.

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Pascal T 175 on at

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RE: Can I start a Customer Journey from an Interaction or only from a Segment?

Hi

We do exactly the same, a very simple two step customer journey (that should be renammed Automation by the way).

As soon as someone submit a form, he receives a confirmation email.

And by the way, our customer journey has only two steps:

Best regards

Pascal

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D@niel 128 on at

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RE: Can I start a Customer Journey from an Interaction or only from a Segment?

Hi Pascal,

How do you handle the long delay in sending the confirmation mail? Sometimes this mail is sent hours later.

Best Regards,

Daniel

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Pascal T 175 on at

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RE: Can I start a Customer Journey from an Interaction or only from a Segment?

Hi Daniel

Well, the time needed to trigger the automatic email is sometime a bit random but i've seen a huge improvement since the April update.

The only way we manage this is super basic: The confirmation message after submiting a form just says "Thank you for your registration, you will receive a confirmation email very soon."

So we do not promise any communication within few minutes.

// Pascal

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Stephani on at

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RE: Can I start a Customer Journey from an Interaction or only from a Segment?

Thank you!

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Stephani on at

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RE: Can I start a Customer Journey from an Interaction or only from a Segment?

Love it, this is exactly what I was looking for!

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Stephani on at

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RE: Can I start a Customer Journey from an Interaction or only from a Segment?

Ok - I don't understand what I'm doing wrong. Is it me or a bug? I created a Journey exactly like this. When I submitted the form - an email went out to 23 people (everyone that had ever submitted the form) instead of just me. Why is this happening?

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