Dynamics Community Forum Thread Details

We are setting up an sms provider (Strex) as a custom channel in CI-J, as this is not one of the standard SMS providers available (and they provide more functionality as well). WE have also set up a preference model with three purposes that have Disabled, Restricted and Non-Restricted models. Two of them have additional topics as well, which we want to use as subscription lists.

We were expecting that when we specify a phone number to collect/update consent into the topics in marketing forms and the preference center for the model, we would get records for both sms and the custom channel related to the phone number. However, we only get records for the sms channel, not the custom channel.

Has anyone run into this issue? Or have any experience or suggestions on how to solve it? The requirement is to collect consent records to the msdynmkt_contactpointconsent4 table. We could of course use the marketing forms and the preference center and collect into the sms channel and replicate using triggers and power automate or similar approaches on the backend, but that is kind of clumsy, given the volumes involved.

Categories:

Dynamics 365 Customer Insights - Journeys

Hello CU03091316-0,

You've identified a very specific and challenging issue with custom channel consent management in Dynamics 365 Customer Insights - Journeys. The behavior you're seeing, where consent is only being recorded for the standard SMS channel and not your custom Strex channel, is likely due to a combination of configuration nuances and how the system handles custom channels.
Here's a breakdown of the problem and potential solutions:

Understanding the Problem:

Custom Channel Consent: You're trying to leverage the standard consent management features for your custom Strex SMS channel.
Preference Model and Topics: You've correctly set up a preference model with purposes and topics for subscription lists.
Consent Collection: Marketing forms and the preference center are only creating consent records for the standard SMS channel, not the custom channel.
msdynmkt_contactpointconsent4 Table: You're correctly targeting the msdynmkt_contactpointconsent4 table, which is the core consent storage.
Volume Considerations: You're rightly concerned about the "clumsiness" and potential performance impact of replicating consent data using triggers or Power Automate.

Likely Causes:

Channel Mapping and Registration:
- The system might not be correctly mapping your custom channel to the consent collection mechanisms.
- There could be missing or incorrect registration settings for your custom Strex channel.
Consent Model Binding:
- The preference model and topics might not be correctly bound to your custom channel.
- The system might be defaulting to the standard SMS channel when no explicit binding is found.
Form and Preference Center Configuration:
- There might be specific configuration settings in the marketing forms or preference center that are required for custom channel consent.
- These settings might not be well-documented or easily discoverable.
API Integration:
- If your custom channel relies on API integrations, there might be consent-related parameters or headers that need to be included in the API requests.
Microsoft Limitations/Bugs:
- It's possible that there are limitations or bugs in the current version of Dynamics 365 Customer Insights - Journeys that are preventing custom channel consent collection.

Potential Solutions and Recommendations:

Verify Custom Channel Registration:
- Thoroughly review the registration settings for your custom Strex channel.
- Ensure that all required fields and properties are correctly configured.
- Pay close attention to any settings related to consent management or channel mapping.
Review Preference Model Bindings:
- Double-check the bindings between your preference model, purposes, topics, and your custom channel.
- Look for any settings that explicitly link your custom channel to the consent collection process.
Inspect Form and Preference Center Settings:
- Carefully examine the configuration settings in your marketing forms and preference center.
- Look for any options or parameters that relate to custom channel consent.
- Test different configurations to see if you can trigger consent collection for your custom channel.
API Integration Audit:
- If your custom channel uses API integrations, audit the API requests to ensure that consent-related data is being sent correctly.
- Consult the Strex API documentation for any consent-related parameters or headers.
Microsoft Support:
- This is crucial. Contact Microsoft Support and provide detailed information about your setup and the issue you're experiencing.
- They can investigate the problem and provide specific guidance or fixes.
Provide Feedback:
- Submit feedback to Microsoft through the Dynamics 365 feedback portal.
- This will help them improve the platform and address any limitations or bugs.
Explore Custom Consent Collection:
- If all else fails, you might need to explore custom consent collection methods.
- This could involve creating custom entities, forms, and Power Automate flows to manage consent data.
- This is not ideal, but would be a work around.
Review Strex Documentation:
- Review the Strex documentation. There may be specific requirements from Strex that is preventing the consent from being recorded correctly.

Key Recommendations:

Prioritize contacting Microsoft Support.
Thoroughly review your custom channel registration and preference model bindings.
Explore custom consent collection as a last resort.

By following these steps, you can effectively troubleshoot the issue and ensure proper consent collection for your custom Strex channel.

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.

Best Regards,
Daivat Vartak

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