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Contact point consent - what happens if a contact changes their email address/mobile phone number?

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Posted on by DC

Hi there,

I'm working on migrating our marketing efforts over to Customer Insights - Journeys (for the sake of brevity, I'll refer to it as RTM) and have found myself stuck on this question.

Outbound Marketing relies on consent at the contact record level, so it doesn't matter if a contact changes their email address or mobile number, the consent is preserved. This, importantly, also leaves the data on their marketing/subscription list preferences unchanged. All well and good.

In RTM though, consent is stored at the contact point level. All the documentation I've read treats this as entirely separate from the consent settings in OBM. What happens, then, when a contact changes their email address? Does RTM transfer the currently stored contact point consent settings over to this new email address? It doesn't sound like it does.

In that case, do I need to seek consent from the contact again for their new email address? I'm using a non-restrictive enforcement model for commercial comms, so email addresses lacking a consent center record will be sent emails until they opt-out anyway, but this creates another problem: moving forward we're meant to use topics to create segments for comms, right? If a contact changes their email address, they won't have opted-in to any topics with that email address, so how would I add them to a segment while also respecting their previous topic preferences?

Hopefully I'm just missing a trick that is laid out in the documentation somewhere. Any feedback is greatly appreciated!

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rehousingindia on at

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Contact point consent - what happens if a contact changes their email address/mobile phone number?

I got a great information from this side. Thanks for this.
Dengliang Li Microsoft Employee on at

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Contact point consent - what happens if a contact changes their email address/mobile phone number?

Hi,

Has the issue been solved?
Have there been any updates? Please feel free to ask me if you have any questions!
If it has been resolved, can you mark the response as an answer?
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Dengliang Li Microsoft Employee on at

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Contact point consent - what happens if a contact changes their email address/mobile phone number?

Hi,

When a contact changes their email address, RTM does not transfer the currently stored contact point consent settings to the new email address; you will need to seek the contact's consent again for the new email address.

In the Preferences Center in Email, you can add the topic fields.

In the Preferences Center, contacts can choose to opt-in new email addresses to the Consent Center. And when the contact checks the topic fields, the new email address will opt in for consent for that topic.

You can also manually add new email addresses to the Consent Center.

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 .

Best Regards,
Dengliang Li