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Step 3: Create a workflow or plug-in to implement your custom logic

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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:

  1. 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.
  2. 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.
  3. Call the Custom Channel Activity Create Interaction action to send the customer journey feedback to the marketing-insights service for further processing.

Step 4: Test your custom channel tile