Step 3: Create a workflow or plug-in to implement your custom logic


On September 1, 2023, Dynamics 365 Marketing and Dynamics 365 Customer Insights will be sold together under a single product SKU called Dynamics 365 Customer Insights. The individual applications will be renamed Dynamics 365 Customer Insights - Journeys and Dynamics 365 Customer Insights - Data, respectively. For more information, see Dynamics 365 Customer Insights FAQs

Additionally, on September 1, 2023, new Customer Insights - Journeys customers will receive real-time journeys features only. For more information, see Default real-time journeys installation. Many documentation pages currently refer to outbound features that may not be available or may work differently in real-time journeys. The documentation content is being updated to note whether it applies to real-time journeys or outbound marketing.


This article only applies to outbound marketing.

Partners can create a workflow or plug-in to implement their custom logic. For information about creating a workflow or plug-in, see:

The workflow or the plug-in should be configured to:

  1. Execute on the creation of an instance of the Custom Channel Activity (msdyncrm_customerjourneycustomchannelactivity) entity. An instance of this entity is created whenever a contact, which has the compliance field set to allow use of custom channels, goes through the customer journey. For information about the compliance field, see Define the Tile XML file.
  2. Interact with the external service to perform the required operations. For example, in case of a Special custom channel, your custom code should be able to send messages using the external service provider and receive responses or feedback, if any.
  3. Call the Custom Channel Activity Create Interaction action to send the customer journey feedback to the marketing-insights service for further processing.