• Set an expiration date on any message in your journeys (emails, text message, push notifications, custom).
• Choose from different expiration options (no expiry, expiration based on a date and time, or a trigger).
• Review analytics to understand which customers didn't receive messages due to expiration dates.

Scenario: Contoso specializes in hosting virtual events and webinars for their customers. They have a customer journey designed to promote upcoming events, send reminders, and offer exclusive discounts to attendees.

• Contoso sets expiration dates on event reminder messages. This ensures that customers who register only a few days before the event don't receive the full series of reminders.
• They offer early bird discounts for people registering four months prior to the event. To make sure the customer receives only valid offers, Contoso sets these discount messages to expire four months before the webinar date.

By setting expiration dates on message tiles, Contoso keeps its communications up to date and relevant. Customers who join the journey at any time get timely information, which enhances their experience and engagement.

• Call the export API to programmatically export exact copies of sent emails, including personalization and conditional content.
• Schedule regular exports to keep your records up to date.
• Choose which emails for contacts or leads you want to export for more control and relevance.
• Integrate with your existing archiving systems and keep copies for your preferred time, so you have long-term accessibility, operational, and regulatory compliance.

Scenario: A financial services company needs to keep a record of all client communications for regulatory compliance. By using this feature, they can automatically export copies of all sent emails to their secure archive system. This setup makes sure they have a complete and accurate record that they can easily access during audits or if any disputes arise.

The real-time journeys API gives you the flexibility to automate the journey creation process. Systematically generate a series of journeys and workflows by using existing segments and messages. For example:

• Generate variations of a journey in many different languages. Alter the time zone, segment, and message assets each journey uses to match the target language and geography.
• Create and launch a segment-based journey when a specific event occurs, such as when lottery results are posted.
• Generate a series of journeys that support event lifecycle scenarios (invitations, reminders, or confirmations) when you create an event.

Scenario: The Contoso event team is a small group of event planners who organize several major industry events globally in multiple languages. They need to ensure each event proceeds seamlessly, including all touchpoints of the related customer journeys. The real-time journeys API automatically creates these journeys when you set up a new event and replicates them across all languages in which you offer the event, so you don't need to intervene manually.

• Use the standard out-of-the-box triggers to facilitate greater engagement with your customers rather than using more complex approaches such as Power Automate flows.
• Use marketing interactions such as "email link clicked" to orchestrate customer journeys based on a certain customer interaction.
• Make the right business decisions by branching journeys based on customer interactions and responses.

Protect your brand's reputation and maintain customer trust by pausing outreach during unexpected events like natural disasters or periods of national mourning.

• Pause a journey manually to prevent new customers from entering.
• Resume a journey manually so new customers can enter.
• Stop the paused journey if needed.

Scenario example: A national bank is conducting a campaign across the country to contact borrowers who are behind on their mortgage payments and are at risk of foreclosure. When a natural disaster strikes and a state of emergency is declared, continuing this outreach would be seen as insensitive. Previously, the bank had to stop the journey and launch a new journey with an updated audience (to avoid contacting the same customers again) after the situation improved - a process that was both labor-intensive and prone to errors. With the new journey pause capability, the bank can effortlessly pause the outreach and resume it once conditions allow.

With the enhanced quiet time options, you can:

• Ensure adherence to various regulations by establishing quiet time rules for different regions or based on your business operation.
• Set the times, days, and dates when you don't contact customers.
• Define the customer's region and time zone.
• Customize quiet time settings for a particular journey. When the journey is activated, interactions are either initiated or queued in accordance with the preset rules and the identified customer's time zone or location.

Scenario example: Consider the case of a global e-commerce company that has customers spread across multiple countries. To respect their customers' time and adhere to regional regulations, the company sets quiet times based on their customers’ locations. They set up different quiet rules for customers in the United States, Europe, and Asia, ensuring they comply with each region's specific communication laws. When you activate the journey, the system triggers or queues all promotional interactions based on these preestablished rules and the customer's time zone. For example, a customer in New York receives promotional information during their daytime, increasing the chances of engagement.

This feature enables journey designers to branch on multiple marketing interactions at the same time. After sending a marketing email, marketers can use the Wait for trigger tile and select Previous message gets an interaction. Then, they can set up multiple interaction triggers—such as Email Opened, Email Blocked, and Email Bounced—within a single branch to define distinct paths in the journey. This feature offers a unified and simplified way to orchestrate diverse customer experiences based on how individuals engage with marketing messages.

All users with access to real-time marketing journeys can use this feature. It requires no extra setup or changes to licensing.

Scenario example: Consider the case of a marketer at Contoso Coffee running an email campaign. If a customer opens the email and clicks a link, they automatically receive a follow-up email offering a personalized discount. However, if the customer only opens the email without clicking the link, they go down a different path in the journey that sends a reminder email showcasing additional product details. This approach ensures each customer receives communication that reflects their level of engagement, improving both relevance and conversion likelihood.

When you create communication strategies that work for your brand and business objectives, save them as journey templates to streamline future work and minimize errors.

• Save any journey as a template for future use.
• Save time and reduce errors for standard outreaches, such as event announcements, single email blasts, and common communication series like welcome or cart abandon.

When marketers design a one-time journey, they can now select a checkbox to let audience members go through the journey more than once if the audience member qualifies for the lifecycle state multiple times.

Before this feature, audience members who went through a one-time journey couldn't go through it again. Marketers want the option to let audience members repeat a journey if they qualify for its dynamic segment more than once. If a one-time journey specifies that a customer who completes a purchase receives an email receipt, the customer can go through that journey each time they make a new purchase. If, for example, the dynamic segment is based on a purchase completion, each time a customer qualifies for that segment, they can go through the journey again.

To enable this feature, go to Settings and turn on the feature switch for "Ongoing journey reentry." The checkbox appears when you select the radio button for an ongoing journey with a one-time audience.

Create journeys that wait until a customer becomes part of a segment before continuing to the next steps in the journey.

• Choose a segment as the condition for an if/then branching step.
• Set the amount of time you want to wait for the customer to become a member of the segment before continuing.
• Choose which actions to take if the customer is or isn't a member of the segment.

Improved journey analytics provide clear and actionable data about what happened in every step of your journey. New exit analytics show why customers might not have started your journey due to exclusion segments or other unmet criteria. They also show where in the journey customers exited early due to exit segments or other exit conditions.

• Get lists of customers who entered and exited each step of the journey. Filter those lists based on how the journey step processes customers.
• Export lists of customers who reached each step in the journey (up to 50,000 records).
• Understand why the number of customers in your starting segment differs from the number of customers who reached the first step in your journey.
• Understand why and where customers exited your journey before completing each step in the journey flow.
• Understand why customers who triggered to start your journey didn't reach the first step in your journey.

Trigger and personalize customer experiences, score leads, and track engagement history based on customers' web activity and clicks.

• Easily generate a tracking script and embed it in your website.
• Use web interaction triggers to build personalized customer experiences.
• Get a holistic view of your customer engagement across touchpoints by leveraging first-party data, protecting your customer privacy, and complying with data privacy regulations.

By using multiple segments in a single journey, you can:

• Specify up to 15 segments as a journey audience.
• Promote reuse to drive efficiency and reduce errors.
• Use existing segments to easily create new audiences without needing a segment creation role or expertise.

Scenario: Nina, a marketing manager, has two separate segments: one for men and one for women. She can now reach all of them simply by using both segments in a journey. She doesn't need to create a third segment for the combined audience.

Get a deep understanding of customer interactions with actionable insights that help you refine your email strategy. By tweaking content placement, layout, and design, you can boost user engagement.

• Quickly and visually understand engagement based on your email design.
• See which email areas and links get the most and least engagement by viewing the click-through rate (CTR), total clicks, and unique clicks.
• Filter the heatmap based on the email version, journey version, and date.
• Toggle between all devices, desktop, and other devices to visualize results for different devices. (You can view all devices only when the email sections are consistent across devices.)

You can also select the email variation you want to visualize.

To enable the heatmap, go to Settings > Feature switches > Email editor and turn on the Email Clickmap toggle.

Scenario: Contoso recently launched a new email campaign to promote their latest smartwatch. They crafted three variations of the email, each tailored to different customer segments: VIPs, fitness enthusiasts, and casual athletes. By using the heatmap feature, they analyzed the performance of each variation. The heatmap revealed that the "Get Discount" button in the email sent to fitness enthusiasts had the highest click-through rate. Additionally, images showcasing the new watch itself performed better than lifestyle images. With these insights, Contoso optimized their email content and design, focusing on the elements that drove the most engagement, and offered an extra discount to the low-performing segments. This data-driven approach enabled them to create more effective campaigns and achieve better results.

Your customers can now register for upcoming events with minimal effort by simply confirming or updating their prepopulated data. This ease of use enhances the overall customer experience and boosts your conversion rates.

• To have the form automatically filled, your customer needs to open the form from the link sent in the Customer Insights-generated invite email.
• This feature is available for marketing and event registration forms.

Control how fast customers enter your journey with journey rate limiting. By setting a rate limit, you can spread out the number of customers who begin your journey over time.

• Set rate limits per day or per hour.
• Choose which days of the week customers can enter the journey.
• Rate limits only apply to segment-based journeys. Trigger-based journeys don't support rate limiting at this time.

This feature is in preview.

Use the email editor to update any email used in a live journey, so you can meet your changing business needs.

• Easily edit links and personalization in your live email messages without stopping your journey or creating new versions.
• Track the performance of your edited links and compare their performance to the original links.
• Get more control over your email content and optimize your engagement and conversion rates.

Administrators can enable double opt-in at a compliance profile level and easily enforce the double opt-in flow for all the forms using the compliance profile.

• Use familiar concepts like triggers and journeys to orchestrate the double opt-in process. With these concepts, you can customize the process to meet your business needs.
• New contacts or leads aren't created until the customer confirms their opt-in. This approach keeps your contact and lead lists free of bad data.

The journey split tile creates branches in your journey to split the participant population and provides the groups with different experiences. You can split by percentage or by number, each of which supports up to 25 branches.

• Split by percentage: Breaks the audience up randomly into the percentages associated with each branch. The random assignment is done for each participant individually, therefore, this works best for larger populations (more than 2,000 participants). This option is useful in scenarios that need randomness, such as sending an experience survey to a subset of your customers.
• Split by number: Fills up branches from left to right based on how many participants are configured to go down each branch. This is best for scenarios that need specific numbers of participants, such as offering a promotion to the first 1,000 customers who sign up for a newsletter.

With comprehensive device data, you can:

• Get insights into the type of applications and platforms your customers use to engage with your emails, such as device type, email client, operating system, and browser type.
• Filter data based on the customer journey version and date.
• Customize the date range of your emails.
• Download a list of customers using a specific device type, email client, operating system, and browser type.

With this change, you remove the application installation limits for Customer Insights - Journeys and Customer Insights - Data in the installation management experience for paid installations. The number of trial installations is still limited. Admins can now install additional applications without limits.

• You still purchase and assign licenses at the tenant level. If you have more than one tenant, you need licenses and quota on each tenant to access Customer Insights applications.
• The quota for interacted people and unified people aggregates at the tenant level and is shared across all environments and installations. Additional application installations use more quota at the tenant level. Make sure you own the quota that's used across all environments on a tenant.

• Get a summary view of the consent provided by each contact or lead to understand if the customer is contactable.
• Easily modify the consent for a contact or lead's email addresses, phone numbers, and custom channels directly from the contact or lead forms, giving you control over the type of messages sent to the customer on each channel.
• Drill down into the consent provided to each compliance profile configured for your organization, giving you the ability to understand the customer's consent for each line of business.

• Administrators can add multiple alternative email recipient fields to a contact’s audience configuration in addition to setting a default email recipient field.
• Marketing professionals can pick which email address field to use for their messages during journey creation, allowing them to target a specific email address of a contact.
• Choose whether consent syncs between contact point consent records and the contact’s consent attributes with a new feature switch, giving you control over how consent is checked for your emails in Customer Insights – Journeys.

Enhanced bot protection prevents false positives and filters out incorrect activity. Bot protection is critical for your marketing campaigns because it improves data accuracy and reliability.

• Prevent bot clicks on your emails: Avoid inflated engagement metrics, incorrectly triggered journeys, and skewed analytics.
• Avoid unexpected journey results: Prevent your journeys from unexpectedly triggering or branching due to clicks made by bots.

• Capture form submissions from any external form and use them to create new leads or contacts in Customer Insights – Journeys.
• Easily create JavaScript with mapping of your form fields to existing entity attributes.
• Embed the capture script into multiple pages containing the same form.

Reference copies of emails (including personalized output) directly in the contact or lead time:

• See exact copies of emails sent in the contact and lead timelines.
• Review the output generated by advanced personalization features such as conditional content.

• Real-time live editing: Code directly within the email editor and see changes in real time.
• Protect your HTML code: Wrap your HTML code in tags to keep it consistent across email clients.
• Efficient email customization: Streamline email creation, eliminate rendering hassles, and reduce support tickets.

• Use custom fields to capture extra or temporary event information, such as meal preferences or answers to contest questions.
• To use custom form fields, drag and drop them from the toolbox to the form canvas. Then, edit the label and properties.
• The form field answer is stored only as part of the form submission. You can access the value anytime without polluting your data.
• To view the answers, use the new enhanced registration table. It combines registration data with answers to custom unmapped fields.

Event capacity and waitlist registrations include the following features:

• Enable a waitlist for your events and sessions to maximize attendance.
• Easily review the list of waitlist registrations and build a waitlist segment for any further communication with interested attendees.
• Send relevant event and waitlist registration communication effortlessly with a new set of out-of-the-box triggers.
• Add an out-of-the-box cancellation button to your emails to let uninterested attendees release their spot.

• Use custom fields to capture extra or temporary information in marketing forms, such as questions you can use to personalize email communication or for more detailed orchestration.
• To use custom form fields, drag and drop them from the toolbox to the form canvas, then edit the label and properties.
• The form field answer is stored only as part of the form submission. You can access the value anytime without adding unnecessary data to your records.

Create a comprehensive event portal where prospective attendees can access a list of events, an event details page, and a registration page.

• Easily list upcoming events.
• Provide a detailed summary for each event, including session information, speakers, and a registration form.
• Integrate the event registration experience into any website using a prebuilt web application.
• Customize and extend event management capabilities with rich features using a public API for event management.

Create a comprehensive event portal where prospective attendees can access a list of events, an event details page, and a registration page. Use Customer Insights and a Power Pages template to speed up the creation process. You can easily edit the portal using Power Pages Studio.

• Leverage an out-of-the-box Power Pages template for quick deployment.
• Use Power Pages Studio to further customize and style your portal.
• Create a list of upcoming events.
• Provide a detailed summary for each event, including session information, speakers, and a registration form.
• Publish the portal using Power Pages hosting capabilities.

Use parent contacts for leads in real-time journeys forms. The detailed settings for form audiences let you decide whether to update existing contact or lead information with the data submitted through the forms, helping you keep your customer data accurate and up to date.

• Update both lead and contact data at the same time with form submissions.
• Define if the existing record should be updated with the form submission to keep the quality of the existing data.
• Preset the default target audience configuration for your forms.

When you integrate Dynamics 365 Customer Insights - Journeys with Microsoft Fabric, you can analyze all your Customer Insights - Journeys data in Microsoft Fabric with your premium Power BI license. You don't need to copy data, build ETL (extract, transform, and load) pipelines, or use third-party integration tools.

With Fabric integration, you can:

• Get direct access to your Customer Insights - Journeys data storage.
• Easily create custom reports with your Power BI license without exporting the data.

Here are some of the options you can enable for the session-level registration feature:

• Easily switch session-level registration on or off for a specific event.
• Decide if customers can register for one or more sessions and if registration is required.
• Clearly indicate event and session capacity to the registrants.
• Set event and session capacity at the same time.
• Enjoy improved date and time format.

With the Copilot-powered voice conversations feature, you can:

• Enable seamless integration with Contact Center Proactive Engagement.
• Manage the audience configuration and compliance profiles for your voice channel.
• Choose a Conversational Voice message in a journey by selecting a Contact Center Proactive Engagement.
• Design your journey to include Conversational Voice messages and react to message outcomes.
• View detailed engagement metrics, such as the number of attempts, outcomes, and specific results for each call interaction in the out-of-the-box journey reporting.
• Access all voice and engagement interaction data in storage and build custom reports using Microsoft Fabric integration.

To use the journey copilot, an administrator needs to enable the feature switch. When you open the journey copilot window, you see six suggested prompts to help you get started. You can also use the guided prompt experience. After you enter your prompt, Copilot processes the prompt and responds with a journey suggestion that includes the automatically detected segment and each subsequent step. When you're satisfied with the suggested journey, select Create journey and the journey is automatically created for you.

• Use natural language to describe the journey you want to create.
• Get inspiration on how to get started with a list of suggested journeys.
• See a preview of the journey Copilot created.
• Get a detailed summary of the Copilot-created journey before you start adding your content.

The timeline highlights feature gives you a quick overview of the most recent and important updates in the Dynamics 365 timeline. It offers the following benefits:

• Concise catch-up: Creates a brief catch-up list of the three most recent key events from the timeline of the record. Each event can come from multiple activities.
• Enabled by default: Automatically available, and you can disable it in Power Apps.
• Scalability: Works within apps like Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Customer Insights, and custom, model-driven Power Apps, giving you a unified experience across Dynamics 365.

Create and manage Teams Town Hall events directly from Customer Insights - Journeys.

• Schedule and configure online events for up to 10,000 attendees.
• Automatically send personalized invitations based on customer data and behavioral triggers.
• Track attendance and engagement within Customer Insights for post-event follow-up and segmentation.
• Reduce tool switching with a centralized, integrated campaign-to-event workflow.
• Publish video-on-demand after the event to engage attendees who missed the event.

Availability: This feature isn't enabled by default. To use it, your admin must first connect your Microsoft Teams environment in the Event Management settings of Customer Insights - Journeys.

Scenario: A software company uses Customer Insights - Journeys to onboard new enterprise customers. When a customer reaches key engagement milestones, the company automatically invites them to an exclusive quarterly Town Hall with product leaders. Because Customer Insights - Journeys sends the invite, the customer gets a branded, professional event experience. The company can track who attends and follow up with a tailored call to action.

When you enable paid events directly in your event setup process, you can capture more value from your engagements.

• Create and manage ticket types for your event and its sessions. Set pricing, limits, and access rules.
• Add discount codes to offer early bird pricing and other incentives.
• Customize your registration form to include ticket selection as part of a seamless signup flow.
• Integrate with a trusted payment provider of your choice for secure checkout experiences. Reduce friction and abandoned registrations.
• Automatically send attendees a QR code-enabled event pass, making entry and session check-ins effortless.
• Eliminate manual reconciliation with real-time payment tracking.

Scenario: A regional tech conference previously relied on manual invoice-based registration, causing friction and drop-off. With paid ticketing enabled in their event platform, they set up early bird and VIP tiers, integrated Stripe as their payment provider, and offered QR code passes. As a result, they saw a 30% boost in paid registrations and significantly reduced no-shows due to clearer attendee commitment.

Define a registration start and end date for events. This feature gives you more control over attendee signups and enables smart, proactive planning.

• Set open and close dates for event registration to match your planning timeline.
• Attendees can only register during the defined window, which helps prevent last-minute surprises.
• When the registration period ends, the registration form is automatically disabled, so you don't need to take any manual action.
• Works seamlessly with reminders and communications, so attendees know exactly when to register.

Scenario: A marketing team plans a hybrid partner summit. In previous years, last-minute registrations created chaos—overbooked meeting rooms, insufficient catering, and scrambling for extra materials. This year, they set the registration to close two weeks before the event. That cutoff gives them a stable attendee count, allowing them to finalize meals, print name badges, and schedule breakout sessions with confidence. The result is a smoother, more professional event experience.

Field filtering dynamically filters values of subsequent lookup field values based on the value you select in another field. This feature allows you to set up a relationship between two fields in the Customer Insights - Journeys form editor. After you set up the relationship, a selection in one field filters the other field.

Scenario: Imagine you're managing a form to collect interest about upcoming training classes. Previously, respondents had to sift through a long selection of areas of interest, leading to frustration and incomplete submissions. With field filtering, once a respondent selects their level of study, the list of areas of interest automatically filters to show only the relevant options.