Dynamics Community Forum Thread Details

Hello BJ-20051632-0,

You're looking to capture valuable feedback during the unsubscribe process in Dynamics 365 Customer Insights - Journeys (Real-Time Journeys) using a preference center. This is a smart move for understanding and improving your email marketing.

Unfortunately, directly adding a single-checkbox feedback mechanism to the standard unsubscribe process within the preference center in Real-Time Journeys isn't a built-in feature. The standard preference center is primarily designed for managing communication preferences, not collecting detailed survey-style feedback.

However, you can achieve this functionality with a workaround using a combination of customization and automation:

Solution: Custom Unsubscribe Page with Form and Automation

Here's a step-by-step approach to create a custom unsubscribe experience that captures feedback:

Create a Custom Unsubscribe Page:
- External Website/Landing Page: You'll need to create a custom landing page or web page hosted externally from Dynamics 365 (e.g., on your company's website or a dedicated landing page platform).
- Form: Embed a form on this page with the following fields:
  - Reason for Unsubscribe: Use radio buttons or checkboxes to present the reasons you want to capture (e.g., "Content no longer relevant," "Frequency of emails too often," etc.).
  - Email Address (Hidden Field): Include a hidden field to capture the subscriber's email address. You'll populate this field dynamically using URL parameters (explained later).
  - Submit Button: Add a submit button for the form.

Configure Preference Center Unsubscribe Link:
- Replace Unsubscribe Link: In your Real-Time Journeys preference center, instead of using the standard unsubscribe link, replace it with a link to your custom unsubscribe page.
- Pass Email Address as Parameter: Append the subscriber's email address to the URL as a query parameter. For example: yourcustompage.com/unsubscribe?email={{contact.emailaddress1}} (Replace {{contact.emailaddress1}} with the correct personalization token for email address).

Create a Power Automate Flow:
- Trigger: Use a trigger that fires when a new form submission is received from your custom unsubscribe page.
- Actions:
  - Parse Form Data: Extract the email address and selected unsubscribe reason(s) from the form submission.
  - Update Contact Record: Use the email address to find the corresponding contact record in Dynamics 365 Customer Insights - Journeys.
  - Update Consent/Subscription Data: Update the contact's consent or subscription data to reflect the unsubscribe (mark them as unsubscribed).
  - Store Feedback (Optional): You can store the unsubscribe reason(s) in a custom field on the contact record or in a separate entity for analysis.

Considerations:
- GDPR/Privacy: Be mindful of privacy regulations (like GDPR). Ensure you clearly state how you'll use the collected feedback and provide an option for users to opt-out of sharing feedback.
- User Experience: Keep the unsubscribe process simple and straightforward. Avoid asking for too much information.
- Branding: Maintain consistent branding between your emails, preference center, and custom unsubscribe page.
- Testing: Thoroughly test the entire process to ensure it works correctly.

Example Scenario (Using a Landing Page Platform):

Create a landing page on a platform like Unbounce or Leadpages.
Add a form with radio buttons for unsubscribe reasons and a hidden email field.
In your Real-Time Journey preference center, replace the unsubscribe link with: yourlandingpage.com/unsubscribe?email={{contact.emailaddress1}}
Create a Power Automate flow that triggers when a new form submission is received from the landing page.
Extract the email and unsubscribe reason from the form data.
Update the contact's consent in Dynamics 365.

Advantages:

Capture Detailed Feedback: Allows you to understand why subscribers are unsubscribing.
Data-Driven Improvements: Use the feedback to improve your email marketing strategy.
Flexibility: You have full control over the design and content of the unsubscribe page.

Disadvantages:

More Complex Setup: Requires creating a custom page and a Power Automate flow.
External Dependency: You'll rely on an external platform for the landing page.

By implementing this workaround, you can effectively capture valuable unsubscribe feedback and gain insights to optimize your email marketing efforts. Remember to prioritize user experience and privacy throughout the process.

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.

My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.

Regards,

Daivat Vartak

Community site session details

Unsubscribe Survey on Preference Center

Helpful resources

News and Announcements

Quick Links

Responsible AI policies

Abhilash Warrier – Community Spotlight

Congratulations to the September Top 10 Community Leaders!

Leaderboard > Customer experience | Sales, Customer Insights, CRM

Featured topics

Product updates