Customer Journey - use data in workflow

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Posted on by Community Member

In a Customer Journey I have included a tile with the action to start a workflow.

I have created a workflow for Contacts to create a phone call activity using certain data of the customer journey and the marketing email that's used in the same journey; data such as subject of the marketing email and start date of the customer journey.

Issue is that this data is not being reflected on the created phone call activity. The call itself is created, the Contact field is filled but the Customer Journey data stays in blank.

In the screenshot you can see I filled the start date (begindatum) with the date of the original customer journey (klantreis). Why does it not show this data on the created phone call form?

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Community Member on at

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RE: Customer Journey - use data in workflow

Hi Megan,

Thanks for your reply. Basically this the journey. A mail is sent to a segment of contacts. Then a trigger follows to see if the contacts has clicked on certain link, if so then start the workflow. The workflow creates a phone call activity for the contacts that have clicked on a certain link (this part works) but the information I want to include such a start date of the customer journey or name of the marketing e-mail, is not showing up on the created phone call activity.

Also I tried with creating a segment purely based on Contacts with certain e-mailinteraction (clicked on link X) and then directly start the workflow but the same happens. The call is created for these contacts but without further information I defined.
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megcda 2,192 on at

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RE: Customer Journey - use data in workflow

Hi IIR,

It sounds as though you are starting the Customer Journey with an Action tile like Activity rather than with a Target file. You would need to use either a Segment or Record updated tile to set the target audience for the journey. From what you are describing, it sounds like you would want to go with the Record updated and set it to the Activity being created. If that isn't the case, could you please provide a screenshot of your journey with more information to help triage?

Thanks,
Megan

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Mauro Marinilli 355 on at

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RE: Customer Journey - use data in workflow

Hi

Can you please open a SR so we can look into it to clarify the situation?

Thanks

M