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Customer experience | Sales, Customer Insights,...
Answered

Customer insight journey - Email link clicked trigger

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I wonder about email link clicked trigger in customer insight journey.
 
I choose email = email1 in the trigger
but when i click link in email6, the journey trigger and exits (unmet condition)
 
I wonder why clicking email6 entry the journey even though i chose email=email1 and how can i fix?
I have the same question (2)
  • Suggested answer
    Hamza H Profile Picture
    1,997 Super User 2026 Season 1 on at

    This is expected behavior in Customer Insights - Journeys.

    The Email Link Clicked trigger can fire for any email click first, and then evaluates your condition (Email = Email1). If the click came from Email6, the contact enters the journey but immediately exits because the condition is not met.

    To fix this:

    • Verify that the Email = Email1 filter is configured directly in the trigger conditions.
    • Ensure you're using the correct email identifier (the specific email asset, not just the email name).
    • Test with a new contact after republishing the journey.

    If configured correctly, contacts who click links in Email6 may still briefly enter the trigger evaluation, but they should be filtered out immediately and not continue through the journey.

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