What's new in Dynamics 365 Customer Insights - Journeys

We're excited to announce our newest updates! This article summarizes early access features, preview features, general availability enhancements, monthly updates, and bug fixes. To see the long-term feature plans, take a look at the Dynamics 365 and Power Platform release plans.

Customer Insights - Journeys updates are pushed to customers automatically. Solutions are available for early validations. To manually update your instances, follow the steps in Keep Customer Insights - Journeys up to date.

To submit and vote on feature requests and product suggestions, go to the Dynamics 365 Application Ideas portal.

June 2025 update

Real-time journeys transition

• Message dialogs when creating outbound assets
  • Users will notice new message dialogs in the product whenever they attempt to create a new outbound marketing email, journey, segment, form, page, and more. These message dialogs advise users that outbound marketing will be removed soon. For now, users can dismiss the dialog and continue working in outbound marketing, but this will change in the future. Users will also see warning banners when current journeys and events are scheduled to run past June 30, 2025. For more information, see Real-time journeys transition FAQs.

General availability

• Get insights on email engagement with heatmap analytics

  • Understanding the effectiveness of email campaigns can be complex, particularly when information and links are abundant. Gaining clarity on which areas or links captivate your audience and drive them to act is crucial for refining the user experience and boosting email performance. Real-time journeys email insights now offer a clear view of your audience's preferences by illustrating their interactions within your emails. This immediate visual feedback highlights the content that resonates the most, empowering you to adjust your messaging for heightened impact and better conversion rates. Heatmap now supports email variations. By leveraging these insights, you can understand which email variation captivates your audience and use it to personalize and optimize your upcoming campaigns or focus your efforts on the variations that yield the best results, ultimately driving better results for your business.
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Public preview

• Transform your outreach with custom-built AI agent-powered voice conversations

  • Brands are constantly looking for ways to anticipate customer needs and connect with them on the channels that is the most appropriate for the message engagement. By integrating Customer Insights - Journeys with Contact Center, you can leverage custom-built AI agents to deliver meaningful, hyper-personalized conversational voice calls that boost customer satisfaction and engagement. For example, you can alert a customer about a flight delay via a voice call where the custom-built AI agent engages them in a natural language conversation to inform them about the issue and offer solutions such as reschedule or refund. The results of the conversation then drive the next action in the journey, whether that’s rescheduling the flight, issuing the refund, or sending an email because there was no answer.
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• Pause and resume journeys to handle unplanned events

  • Safeguarding your brand's reputation and customer trust is critical. In the face of unplanned or unforeseen events, such as natural disasters, you may need to pause certain campaigns that might be deemed inappropriate or insensitive. Additionally, you may run into business or operational reasons for stopping a campaign, such as identifying the need to update some content or experiencing an unexpected call center outage. In such scenarios, it's prudent to halt customer outreach until the problem is addressed. Instead of stopping a campaign and adjusting the audience to exclude previously reached customers, you can now pause and resume journeys, allowing you to manage unplanned situations easily and stress-free.
  • Release plan
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Monthly enhancements

• Out-of-box cancel registration flow
  • Event organizers can now include a cancel registration link in confirmation emails, enabling attendees to cancel their registration easily. This automatically updates their status to "Canceled" in the system, giving organizers real-time visibility while simplifying attendee management and improving support for waitlists.
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New blogs and scenario docs

Learn how to make the most of the new Dynamics 365 Customer Insights features in our latest blogs and scenario docs:

• Time Zone Identification for Quiet Time feature in Dynamics 365 Customer Insights

May 2025 update

General availability

• Understand customer inflows and exits at every journey step
  • It’s critical to understand exactly what happened to each customer who entered and exited your real-time journeys. With improved journey analytics, you’ll gain confidence in the processing of every step in your journey through improved metrics and an increased ability to export data. For example, if your journey uses exit or exclusion segments, you can see and understand why fewer customers started your journey than were in the entry segment. You can also see the list of customers who entered and exited each step in the journey and export lists of up to 50,000 people for further analysis.
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Public preview

• Respect quiet times, engage based on ___location and time zones

  • As regulations around customer privacy become more stringent, it's crucial to contact customers at times that are most convenient to them and ensure compliance with local legal requirements. Now in Customer Insights - Journeys, in addition to setting quiet times based on your journey's time zone, you can align quiet times with your customers' time zones and regions, ensuring that they only receive messages and calls during suitable hours. Aligning interactions with local time allows you to adhere to local regulations and respect cultural norms and preferences, fostering customer trust and enhancing the effectiveness of your outreach strategies.
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• Collect extra event attendee information without updating your data model

  • Easily gather additional information about your event attendees by creating any question directly in the form editor without creating new custom attributes for your contact entity. For example, you can create fields to ask, “What is your meal preference?”, "How did you learn about this event?", or you can create contest questions to increase your customer engagement and to gather valuable insights that help you personalize the attendee experience.
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• Tailor follow-up strategies by reacting to multiple customer actions at once

  • Marketers can now create more personalized customer experiences by branching on multiple interactions within a single journey step. Using the "Wait for trigger" tile after a marketing message, journey designers can select "Previous message gets an interaction" and configure multiple triggers, like Email Opened, Email Blocked, or Email Bounced, on the same branch. This streamlines journey design by consolidating logic and enabling smarter engagement paths based on how recipients interact.
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Monthly enhancements

• Select the right form template for any audience while creating a new form
  • As part of a monthly enhancement, the template gallery now displays all form templates grouped for specific audiences. When creating a new form, you can see all available custom and out-of-the-box form templates. Once you choose a desired template, the newly created form adheres to the audience specified by that template.
  • Docs

New blogs and scenario docs

Learn how to make the most of the new Dynamics 365 Customer Insights features in our latest blogs and scenario docs:

• Leveraging CI-J interaction data without Fabric

April 2025 update

General availability

• Streamline form filling and event registration with form prefill

  • The repetitive task of filling out forms can be a significant deterrent to event registration. Nobody likes to repeat information that they've already provided. Imagine loyal customers who attend multiple conferences each year having to input their contact information and preferences every time. Form prefill in Dynamics 365 Customer Insights eliminates the need to repeatedly request basic details from your customers, reducing redundancy and saving time. This not only expedites the registration process but also allows for more strategic collection of customer data over time.
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• Personalize messages and make journey decisions based on web interactions

  • With Customer Insights - Journeys, you can now track and leverage your customers’ online behavior to deliver personalized experiences across your digital channels. For example, you can boost conversions and customer loyalty by sending tailored offers after customers visit your website and show interest in a product or service. By tracking additional data about customers' online journeys, you can get valuable insights into your customers' preferences and needs and easily measure your campaign’s effectiveness.
  • Release plan
  • Docs

New blogs and scenario docs

Learn how to make the most of the new Dynamics 365 Customer Insights features in our latest blogs and scenario docs:

• Updated transition FAQs
• Real-time marketing event management - Multiple locations and languages events

March 2025 update

General availability

• Refine email content in running journeys

  • To maximize customer engagement, it's crucial for customer experience teams to regularly refine email content, ensuring that communication remains current, relevant, and impactful. You can now easily edit content, layout, links, buttons, or dynamic content in your email messages while a journey is running, without creating a new version or interrupting the customer experience. Changing email messages in live journeys gives you more freedom and power over your email marketing campaigns and helps you respond to changing business or customer needs.
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• Accelerate journey creation using journey templates

  • Increase your productivity by using journey templates to kickstart building your customer journeys. Save time using a template from common customer journey scenarios, make final updates with your chosen content and any slight adjustments to the flows, and publish.
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• Allow individuals to reenter a one-time, dynamic segment journey

  • Audience members who move between stages of the customer lifecycle may need to repeat a lifecycle-specific state of the journey. For example, if a customer repeats a buying journey for a different product, they may reenter the dynamic segment conditions as they reenter the purchase funnel. As such, they should be allowed to reenter a journey for that dynamic segment when they come back into it.
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Public preview

• Maximize event capacity with waitlist registrations

  • Ensuring marketing events are filled to capacity is crucial for success and return on investment. To encourage a high turnout for marketing events, you can now enable waitlist registrations, which ensures spots are filled when registered attendees cancel. By setting the capacity for events and sessions, prospective attendees are placed on a waitlist when events and sessions are full. Should a slot open, the system automatically registers the individual next on the waitlist. That individual then automatically receives registration confirmation and personalized event information, ensuring your event is filled to capacity.
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• Collect extra customer info without updating your data model

  • Easily gather additional information about your customers by creating any kind of question directly in the marketing form editor without the need to create new custom attributes for your lead or contact entity. For example, you can create fields to ask, “How did you hear about our products?” or create contest questions to increase your customer satisfaction and retention.
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  Note

  Custom unmapped fields for event registration forms will be introduced in a future release.

Monthly enhancements

• Create enhanced matching rules for forms and journeys
  • Maintaining a consistent customer database without duplicate records is crucial for business operations. The matching process was extended with the context of the tracking link and parent contact for lead relation. If there are multiple contacts or leads identified by the matching rule, the tracking link context or the parent contact relation are used to prioritize the right record for matching.
  • Docs

New blogs and scenario docs

Learn how to make the most of the new Dynamics 365 Customer Insights features in our latest blogs and scenario docs:

• Updated transition FAQs
• Real-time marketing event management - Multiple locations and languages events

February 2025 update

Public preview

• Wait on segment membership to trigger the next step in a journey

  • Gain even more control over your customers' experience by waiting for them to become a member of a segment before continuing to the next steps in a journey. This added capability lets you personalize each customer's experience by choosing the correct path and actions relevant to individual customers based on whether they're in a segment. This capability adds to existing if/then capabilities that let you wait for a customer to open an email, click a link, or wait for another trigger to be activated before moving on to the next step in the journey. For example, let's say you use your journey to send credit card activation emails and you want to wait for the customer to activate their card before sending a welcome email. If the customer doesn’t activate their credit card within a few days, you want to send another reminder email. If you have a segment that includes all customers who have activated credit cards, you can use that segment as the condition for the if/then branch to wait for each customer to activate their credit card and send them the right communications.
  • Release plan
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• Allow individuals to reenter a one-time, dynamic segment journey

  • Audience members who move between stages of the customer lifecycle may need to repeat a lifecycle-specific state of the journey. For example, if a customer repeats a buying journey for a different product, they may reenter the dynamic segment conditions as they reenter the purchase funnel. As such, they should be allowed to reenter a journey for that dynamic segment when they come back into it.
  • Release plan
  • Docs

• Create event portals with event and registration details using Power Pages

  • Events are a pivotal element of your business strategy, aiding in customer acquisition and engagement. A centralized ___location is essential for your clients to discover and learn about events that you're organizing. The new event portal allows for the swift creation of a comprehensive hub where customers can access event details, session specifics, and speaker schedules and conveniently register using the event registration form. The portal can be seamlessly deployed through Power Pages, where it can be tailored to align with your brand identity using Power Pages Studio.
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• Create an event portal on your own website

  • Events are a pivotal element of your business strategy, aiding in customer acquisition and engagement. A centralized ___location is essential for your clients to discover and learn about events you are organizing. The new events API offers a programmatic method to access data of events, sessions, session tracks, passes, speakers, and sponsorships. Additionally, it allows you to register for events and sessions.
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Monthly enhancements

• Create custom form templates
  • Creating marketing and event registration forms is now easier, as you can leverage a custom template. The custom template can reflect styling adjustments to align with your style guide. You can also set the audience configuration and adjust the consent to meet your requirements.
  • Docs

New blogs and scenario docs

Learn how to make the most of the new Dynamics 365 Customer Insights features in our latest blogs and scenario docs:

• Updated transition guidance for event management
• Real-time marketing event management - Multiple locations and languages events

January 2025 update

There's no Dynamics 365 Customer Insights - Journeys release for January. We'll be back in February with new feature improvements, updates, and bug fixes.

New blogs and scenario docs

Learn how to make the most of the new Dynamics 365 Customer Insights features in our latest blogs and scenario docs:

• Optimize your email marketing campaigns with advanced analytics features - Microsoft Dynamics 365 Blog
• Import contacts from excel to create segments in real-time marketing – FastTrack blog)
• LinkedIn Lead Sync Integration with Dynamics 365 Customer Insights – Journeys – FastTrack blog
• Transition Customer Voice responses