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Customer Insights - Journeys triggers

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Note

“Event triggers” are now called “triggers” in the app and the documentation. The change was made to avoid confusion when referencing event management functionality versus triggering Customer Insights - Journeys.

Triggers control the flow of trigger-based journeys. They represent customer actions such as a whitepaper download, a form submitted, or a Wi-Fi sign-up. Triggers can also represent significant business events, such as a purchase that has shipped or completion of an enrollment process.

Triggers can be used to start, continue, or stop a journey. For example:

  • A Contact created trigger can be used to start a journey to welcome a new user.
  • An Email opened trigger can be used to trigger a follow-up response in a journey that engaged users by sending the users a promotional email.
  • An Order placed trigger can be used as exit criteria to terminate a journey designed to periodically remind a customer to complete a purchase order.

Trigger types

Customer Insights - Journeys offers three types of triggers in the triggers catalog: custom triggers, interaction triggers, and business triggers.

Custom triggers

Custom triggers are defined by Customer Insights - Journeys users. Custom triggers provide a flexible way to capture any customer action or significant business event.

For more information including important notes about security for custom triggers, see Custom triggers in Customer Insights - Journeys.

Interaction triggers

Interaction triggers represent customer interactions with journey elements such as email, text message, and push channels. Interaction triggers, today, can't start or stop journeys; some of them are used within the journey and represent a logical continuation of a preceding step. For example, when a journey sends an email message, a set of triggers such as Email Link Clicked or Email Opened becomes available to journey authors, allowing them to make decisions about possible next steps.

Business triggers

Business triggers represent changes in Dynamics 365 applications such as Sales or Service. These changes can reflect either the creation of a new record or an update to an existing one. The following business triggers are available out-of-the-box:

  • Contact created
  • Contact e-mail address updated
  • Contact address updated
  • Contact phone number updated
  • Lead created
  • Incident created
  • Opportunity created
  • Marketing event check-in created
  • Marketing event registration created
  • Marketing event registration canceled
  • Marketing form submitted

You can also create your own triggers based on any Dataverse record change. Learn more: Trigger a journey based on a Dataverse record change.