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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Opt In Status Changes ...
Customer experience | Sales, Customer Insights,...
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Opt In Status Changes in Marketing Form Submission

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Posted on by Reshween Jagjit 16
Hi! Hoping someone can help here. I've just discovered something that occurs with forms that I was not aware of previously.
 
Scenario
I have a marketing form that contains a consent checkbox field for Topic #1. I have set the "When Checked" option to "Opt user in to topic" with the understanding that if someone checks it, they're opting in. What I did not know was that if it is a contact who already exists in the system, and is already opted in to Topic #1 (therefore they don't check the box again), they are automatically opted out when they submit the form.
 
In short, a contact who already exists in the system, and has opted in to Topic #1, will be opted out if they do not check the box choosing to opt in while filling in the form.
 
 
The only solution I have found is to have the boxes Checked by default, and set the "When Checked" option to "Opt user out of topic". However this can be a bit annoying when there are multiple topic consent boxes in a form.
 
The other option is to enable prefill, but this again only works if the form is being accessed via an email, not if it is just a form on a website.
 
Would anyone have any suggestions or workarounds for this?
 
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  • Verified answer
    Daivat Vartak (v-9davar) Profile Picture
    Daivat Vartak (v-9d... 7,835 Super User 2025 Season 2 on at
    Opt In Status Changes in Marketing Form Submission
    Hello Reshween,
     
    You've uncovered a critical nuance in how Dynamics 365 Marketing forms handle consent checkboxes, particularly with existing contacts. The behavior you're observing is indeed a point of confusion and can lead to unintended opt-outs. Here's a breakdown of the issue and potential workarounds.
     
    Understanding the Problem:
    • Consent Checkbox Logic:
      • When a consent checkbox is configured with "When Checked" set to "Opt user in to topic," the system assumes that the absence of a checkmark implies an opt-out.
      • This logic is applied regardless of the contact's previous consent status.
    • Existing Contacts:
      • For existing contacts, if the checkbox is not checked (even if they were previously opted in), the system interprets this as an explicit opt-out.
    • Prefill as Partial Solution:
      • Prefill can help by automatically checking the box for existing contacts who have opted in, but it's not a universal solution.
     
    Workarounds and Suggestions:
    1. Custom JavaScript (Advanced):
      • Intercept Form Submission:
        • Use custom JavaScript code to intercept the form submission event.
      • Check Consent Status:
        • Before submitting the form data, use the Dynamics 365 Web API to check the contact's existing consent status for Topic #1.
      • Conditional Update:
        • If the contact is already opted in and the checkbox is not checked, prevent the opt-out update.
      • Advantages:
        • Provides precise control over the consent update logic.
      • Disadvantages:
        • Requires JavaScript development skills.
        • Can be complex to implement and maintain.
        • May be impacted by future Dynamics 365 updates.
    2. Power Automate (Post-Submission Logic):
      • Trigger on Form Submission:
        • Create a Power Automate flow that triggers when a form is submitted.
      • Check Consent Status:
        • Use the Dynamics 365 connector to check the contact's existing consent status for Topic #1.
      • Conditional Update:
        • If the contact is already opted in and the form submission indicates an opt-out, revert the consent status back to opted in.
      • Advantages:
        • Can be implemented without extensive coding knowledge.
        • Provides a more maintainable solution than custom JavaScript.
      • Disadvantages:
        • Introduces a delay in updating the consent status.
        • Requires careful design to avoid infinite loops or conflicts.
    3. Two-Step Consent Process (Less Ideal):
      • Separate Opt-Out Form:
        • Create a separate form specifically for opting out of Topic #1.
        • Include a clear message that this form is only for opting out.
      • Advantages:
        • Reduces the risk of accidental opt-outs.
      • Disadvantages:
        • Creates a less streamlined user experience.
        • May not be suitable for all scenarios.
    4. Clear Communication and Training:
      • Inform Users:
        • Provide clear instructions on the form about how consent is handled.
        • Explain that unchecking the box will result in an opt-out.
      • Train Internal Teams:
        • Ensure that your marketing and sales teams understand the consent logic and how to handle customer inquiries.
     
    Key Recommendations:
    • Prioritize Power Automate:
      • The Power Automate approach offers a good balance between flexibility and maintainability.
    • Consider Custom JavaScript for Advanced Scenarios:
      • If you need very specific control over the consent logic, custom JavaScript might be necessary.
    • Focus on User Experience:
      • Whichever approach you choose, prioritize a clear and user-friendly experience.
     
    Important Note:
    • Microsoft may address this behavior in future updates. Keep an eye on the Dynamics 365 Marketing release notes for any changes.
     
    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
  • CE-31031531-0 Profile Picture
    CE-31031531-0 4 on at
    Opt In Status Changes in Marketing Form Submission
    I just discovered this and I am shocked that this was the way it worked. This is a serious flaw that needs to be adressed ASAP.
    We have always had two checkboxes on our event registration forms:
    - "I consent to sharing my personal data for the event" (transactional)
    - "Yes, please send me newsletters and invitations in the future" (commercial)
     
    I discovered today that at our last event 20% of the registrations opted out of our newsletters at the same time as they registered for the event because they did not check the commercial checkbox. This is not a question about GDPR as the users have already given their consent and did not take an informed or active decision to opt out, they just did not actively opt in AGAIN because they assumed they had alrady consented at a previouos date. I am surprised that I cannot find more documentation about this online, or more furious marketers looking for workarounds.
     
    I work for an agency group with 13 brands and quite a few client companies. As of right now we (and our clients) lose more subscribers to our newsletters everytime we ask the subscribers to fill out a form where we ask them to join our newsletters than we gain, and the ones we lose are the most valuable ones who have already consented and are active subsscribers. This is a broken feature that needs to be fixes!
  • Vahid Ghafarpour Profile Picture
    Vahid Ghafarpour 11,991 Super User 2025 Season 2 on at
    Opt In Status Changes in Marketing Form Submission
    If any of the responses helped resolve your issue, please take a moment to mark the best answer. This helps others in the community quickly find solutions to similar problems.

    To do this, simply click the "Does this answer your question?" button on the most helpful response and like the helpful posts. If your issue is still unresolved, feel free to provide more details so the community can assist further!

    Thanks for being an active part of the Dynamics 365 Community! 😊
  • Reshween Jagjit Profile Picture
    Reshween Jagjit 16 on at
    Opt In Status Changes in Marketing Form Submission
    A Product Manager at Microsoft has shared that this is an improvement to allow the configuration of the consent checkbox used in marketing forms is on their roadmap, but there is no ETA as of 24th March 2025.

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