Step 3: Create a workflow or plug-in to implement your custom logic in outbound marketing
Note
Dynamics 365 Marketing and Dynamics 365 Customer Insights are now Customer Insights - Journeys and Customer Insights - Data. For more information, see Dynamics 365 Customer Insights FAQs
New Customer Insights - Journeys customers receive real-time journeys features only. For more information, see Default real-time journeys installation.
Important
This article only applies to outbound marketing, which will be removed from the product on June 30, 2025. To avoid interruptions, transition to real-time journeys before this date. More information: Transition overview
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.