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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Customer Insights Jour...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Customer Insights Journeys Form Creates Contacts With “Do Not Allow” Bulk Email Consent

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Posted on by AsheshR 29

Hi everyone 👋

 

I’m facing an issue in Dynamics 365 Customer Insights – Journeys (Real-Time) related to contact creation via CI Forms.

 

When a new contact is created through a Customer Insights Journeys form, I am correctly collecting fields: first name, last name, email, and then:


  • Purpose consent (via the compliance profile)


  • Topic consent (from the same compliance profile, “checked by default = on” as i want the person to subscribe to a particular topic via this customer insights from (RTM))



    •  

However, despite the user giving consent on the form, the newly created contact ends up with:

 

👉 Bulk Email consent = “Do Not Allow”

 

In other words, the Communication consent record shows Do Not Allow, and the user must manually go into the contact’s Consent tab and turn off “Set do not allow bulk emails” to switch it to Allow — as shown in the attached screenshot.

Has anyone encountered this issue?

Is there a known workaround or configuration fix to ensure that contacts created via CI forms automatically get Bulk Email = Allow when purpose/topic consent is provided?

 

Any insights or recommended settings to check would be greatly appreciated! 🙏

 

Thank you

image (14).png
Categories:
Dynamics 365 Customer Insights - Journeys
I have the same question (0)
  • Suggested answer
    Megan V. Walker Profile Picture
    Megan V. Walker 1,856 Most Valuable Professional on at
    @AsheshR - my educated guess would be there is a workflow that someone has created (either CRM workflow or flow in Power Automate) that is running in the background and doing this. If you do not have that field on the form, it is being set another way. The only other, and even simpler explanation is that the default value of the Bulk Email consent field has been set to Do Not Allow so any new Contact has that value. Easy way to test, manually create a new Contact and check the values. Then wait a moment and refresh and see what has happened. 
  • AsheshR Profile Picture
    AsheshR 29 on at
     
    thank you for your input.
     
    i have done investigation and coming to conclusion that:
    Under Customer Insights Journeys App , Settings > Feature switches > Compliance
    There is the Toggle which is ON: 
    Check Contact consent in real-time journeys.
     
    This switch forces RTM to evaluate legacy fields like DoNotEmail and DoNotBulkEmail.
     
    When disabled, RTM respects only the contact point consent records tied to email addresses or phone numbers
     
    Do you think this makes sense?
    If i toggle OFF this feature, RTM should respect only the contact point consent records tied to email addresses or phone numbers. The legacy fields should not be evaluated.

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