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We would like the ability to remove a Contact from a live customer journey.
Example: I have a customer journey that invites 50 contacts to an event. If they do not register for the event, they receive a reminder. During the customer journey, the Contact tells us they do not want to attend the event. We would want to remove them from the Customer Journey so that they do not get the reminder to register.
I tried the following but neither worked:
1. I have a segment for people to invite and a segment for people who will not attend. When I learn that a Contact will not attend, I removed them from the segment of people to invite and added them to the segment of not attending. The continued down the customer journey.
2. I have a subscription list of people to invite. When I remove the Contact from the subscription list, they continued down the customer journey.
Example: I have a customer journey that invites 50 contacts to an event. If they do not register for the event, they receive a reminder. During the customer journey, the Contact tells us they do not want to attend the event. We would want to remove them from the Customer Journey so that they do not get the reminder to register.
I tried the following but neither worked:
1. I have a segment for people to invite and a segment for people who will not attend. When I learn that a Contact will not attend, I removed them from the segment of people to invite and added them to the segment of not attending. The continued down the customer journey.
2. I have a subscription list of people to invite. When I remove the Contact from the subscription list, they continued down the customer journey.
STATUS DETAILS
Under Review
Comments
We are running into times we want to know/remove - move participants in progress from outdated to new journey.
New scenario. I've updated/edited a rt journey and I want to remove the "in progress" participants to a new journey. it would be nice to know who (participant) is in progress and what step to then be able to remove or exit or if we stop journey to send them to updated version, etc..
Category: Customer Journey Design
Administrator on 7/11/2023 1:14:26 AM
Hello! This is possible in real-time marketing using alternate exits and the first scenario you described below. By adding the "segment of not attending" to the "Exit by segments" section of the real-time journey settings, anyone who becomes part of a segment while participating in the journey will be removed from the journey early. Note that this is different from "Exclude by segments" when configuring the audience which blocks people up front but is not re-checked during the journey execution.
You can find documentation on this feature here: https://learn.microsoft.com/dynamics365/marketing/real-time-marketing-tile-reference#journey-end
I'm moving this to "Under Review" for now in case you or others are still experiencing issues, but if I don't hear back on any problems I'll mark it as completed.
Sincerely,
PM, Microsoft