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:
- 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.
- 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.
- Call the Custom Channel Activity Create Interaction action to send the customer journey feedback to the marketing-insights service for further processing.