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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Prioritize a customer ...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Prioritize a customer journey

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Posted on by Wynand 20

Hi there guys!

Is it possible to prioritize one customer journey over another?

Say I have a customer that belongs to three segments and each of these segments are used in three different (campaigns) customer journeys. Some of these customer journeys might even compete with each other. I don't want to overwhelm the customer by sending him 3 different emails from the same company on the same day.

How do I prioritize a specific customer journey over another and how do I ensure that there is at least a week break between promotional emails for this specific customer?

I look forward to your response!

I have the same question (0)
  • Suggested answer
    Aga M Profile Picture
    Aga M on at

    Hi Wynand,

    Thank you for the question.

    This functionality doesn’t exist in our current product. Please suggest it on Ideas forum and we will consider it during our future product plannings.

    Thank you,

    Aga

  • Suggested answer
    Brad Ktytor Profile Picture
    Brad Ktytor on at

    Hello Wynand,

    As Aga mentioned the capability doesn't exist to prioritize certain Customer Journeys over others, or to space them out if they have already received an email.  However, if a contact is a member of 3 segments you can setup an exclusion in the segment designer to exclude anyone that is in a particular segment.

    For example:

    Contact 1 is in Segment 1 and Segment 2 

    In segment 1 you can add a clause to exclude anyone that is in Segment 2 by adding a segment block similar to the image below:

    pastedimage1596807601803v1.png

    By using these exclusions, you can setup a similar prioritization that you are looking for by choosing which segment has first priority and which ones will be excluded.

    Regards,

    Brad

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