When we automate customer communications, timing plays a crucial role. Imagine receiving a reminder for an event after the session has already started or even ended. Such communications are no longer useful and can create a poor experience for attendees.
To address this challenge, Microsoft introduced the Message Expiration feature in Dynamics 365 Customer Insights – Journeys. This feature ensures that customers receive messages only while they are still relevant, helping organizations deliver a better and more personalized experience.
In this blog, we’ll explore the Message Expiration feature through a simple event management scenario.
Business Scenario:
Let’s assume your organization is hosting the AI & Cloud Innovation Conference 2026, a three-day event focused on Artificial Intelligence, Cloud Computing, and the latest technology trends.
Attendees can register for the conference through an online event registration form. Once registered, they are automatically enrolled in a journey that sends:
- A welcome email confirming registration
- A reminder before the event starts
- Additional reminders for upcoming sessions
The objective is to keep attendees informed and engaged throughout the event lifecycle.
The Challenge
Everything works perfectly when attendees register well before the event begins.
However, consider the following scenario:
The conference starts at 10:00 AM, but an attendee registers at 1:00 PM on the same day.
Without Message Expiration, the attendee could still receive reminder emails that were intended to be sent before the opening session. Since the session has already started, these emails no longer provide value and may cause confusion.
This is where Message Expiration becomes extremely useful... Read More
