Learn why using a compound segment with the BUT NOT operator in a customer journey does not exclude contacts from receiving the first email sent immediately after the audience tile.
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Question
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You need to create a journey that sends an email to all members of a dynamic segment, named “New Customers.”
The email should not be sent to members of another dynamic segment, named “Customers in Kolkata.”
It is essential that no one in the “Customers in Kolkata” segment should receive any communications from this journey, including the first email in the journey, which is on the tile immediately after the Audience tile.
Solution: You create a new compound segment that combines the “New Customers” segment with the “Customers in Kolkata” segment using a BUT NOT operator, and then set that new compound segment as the Audience for the journey.
Does this meet the goal?
A. Yes
B. No
Answer
B. No
Explanation
The solution of creating a new compound segment that combines the “New Customers” segment with the “Customers in Kolkata” segment using a BUT NOT operator does not meet the stated goal.
The key requirement is that no one in the “Customers in Kolkata” segment should receive any communications from this journey, including the very first email that is sent from the tile immediately after the Audience tile.
When you use a compound segment with a BUT NOT condition as the audience for the journey, it will exclude contacts in the “Customers in Kolkata” segment from entering the journey. However, it does not prevent them from receiving the first email if they are also in the “New Customers” segment.
This is because the email on the first tile after the Audience tile gets sent to the entire audience as soon as they enter the journey, before any segment conditions are evaluated. The BUT NOT exclusion only takes effect for subsequent tiles in the journey.
Therefore, to fully meet the requirement that the “Customers in Kolkata” segment receives no emails at all from the journey, a different solution is needed, such as using a Splitter tile immediately after the Audience to split out the “Customers in Kolkata” segment and end their journey path before any emails are sent.
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