Latest updates on Dynamics 365 Customer Insights – Journeys, summarised and linked back to the knowledge base. Subscribe via RSS.
Two things reach general availability in release 1.3.1162.68: dynamic content blocks, so updating a block refreshes every email that uses it rather than each one being edited by hand; and Copilot-powered conversational text messages, which pair Contact Center with a Copilot Studio agent so an SMS becomes a two-way conversation the journey can branch on.
Update a dynamic content block once and every email using it refreshes, instead of hunting down each message. Version 1.2.2104.110.
Decides when and how often to contact each customer from engagement history and live signals, rather than the fixed timing you set in the journey. Preview at version 1.2.1258.89 — check status before designing around it.
Set an expiry on a message so expired offers and stale reminders stop going out. Useful on any journey with a long wait tile in the middle of it.
Build segments on page visits and clicks, refined by page name, type or URL. Needs the marketing website tracking in place first.
Announces agentic CX capability across Dynamics 365 and Copilot Studio spanning the whole customer lifecycle, which is where Journeys is being pointed.
Shows the SQL behind a segment alongside the builder and updates as you edit. The fastest way to work out why a segment is returning what it is.
Imported lists that carry none of the attributes a dynamic segment needs can now be loaded as static segments at that size. Handles the spreadsheet a client turns up with.
Ticket sales and payment handled inside event management rather than through a separate tool, with the payment tracked against the registration.
Journeys that hold a two-way conversation rather than sending one-way messages, tying Journeys to the service side. Preview at time of writing — check current status before designing around it.