Use natural language in journeys


Dynamics 365 Marketing and Dynamics 365 Customer Insights are now Customer Insights - Journeys and Customer Insights - Data. For more information, see Dynamics 365 Customer Insights FAQs

New Customer Insights - Journeys customers receive real-time journeys features only. For more information, see Default real-time journeys installation.

Natural language input enables you to use common words and phrases to describe a condition you want to include in your customer journey. The data model is built on top of Common Data Model (CDM).

Use natural language input

  1. To create a condition using natural language, go to Customer Insights - Journeys > Engagement > Journeys and open an existing journey or create a new one.
  2. Select the plus sign to add an element, then add an attribute branch to branch based on a specific value.
  3. A side pane titled Attribute will open. Enter the following information in the side pane:
    • Display name: To identify your attribute branch, enter a name for it.
    • The manual input will appear by default. To use natural language input, select the lightbulb icon.

      Use natural language input.

    • Type your clauses using natural language the text box.

Sample conditions

You can create a segment that will evaluate your Dynamics 365 organizational database for customers that meet a certain criterion. For example, customers with an annual income of $100,000.

The following are examples of simple conditional phrases using natural language:

Search by company

  • Customers who work at Microsoft (Profile)
  • People who work in a company named Contoso (Profile/Contact)

Search by demographic

  • Female customers (Profile)
  • Contacts in Seattle (Contacts)
  • Customers who are in Ohio (Contacts)
  • Contacts with vice president as job title (Contacts)
  • Customers with vice president as job title (Contacts/Profile)

Search by segment membership within your organization

  • Customers who are in Loyalty Segment

Give us feedback

The natural language model is constantly learning. If you try a query that doesn’t work, you are always welcome to provide feedback.

To provide feedback after you've entered a natural language clause:

  1. A thumbs up/thumbs down icon will appear below the text box.

    Natural language feedback.

  2. Select the thumbs down icon.

  3. Select Send feedback.

  4. Enter a short explanation of what happened. Add comments about what you would expect the phrase to look like.