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Customer Insights - Journeys triggers

Note

“Event triggers” are now called “triggers” in the app and documentation. This change avoids confusion when you reference event management functionality or trigger Customer Insights - Journeys.

Triggers control the flow of trigger-based journeys. They represent customer actions like downloading a whitepaper, submitting a form, or signing up for Wi-Fi. Triggers can also represent important business events, like shipping a purchase or finishing an enrollment process.

You can use triggers to start, continue, or stop a journey. For example:

  • A Contact created trigger starts a journey to welcome a new user.
  • An Email opened trigger sends a follow-up response in a journey that engages users by sending a promotional email.
  • An Order placed trigger ends a journey designed to remind a customer to finish a purchase order.

Trigger types

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

Custom triggers

Customer Insights - Journeys users define custom triggers. Custom triggers let you capture any customer action or significant business event.

Learn more, including important security notes for custom triggers, in Custom triggers in Customer Insights - Journeys.

Interaction triggers

Interaction triggers represent customer interactions with journey elements like email, text message, and push channels. Use interaction triggers to start journeys, use them within the journey, or as a logical continuation of a previous step. For example, when a journey sends an email, triggers like Email Link Clicked or Email Opened are available to journey authors, so they can decide the next steps.

You can use all interaction triggers across different channels, like email, SMS, and push, to start a journey or branch within a journey.

Business triggers

Business triggers represent changes in Dynamics 365 applications like Sales or Service. These changes can be the creation of a new record or an update to an existing one. The following business triggers are available by default:

  • Contact created
  • Contact email 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.