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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Do not bulk email not ...
Customer experience | Sales, Customer Insights,...
Answered

Do not bulk email not updated from Real-Time Subscription Center

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Posted on by Jay Kay 56
Hi, I've seen this issue coming up a couple of times but couldn't find a proper solution/explanation on this.
 
We have a customer transforming to real-time marketing. But unfortunately since the branded links are gone from the roadmap (shame on you, Microsoft ;-)), our customer doesn't want the preference center to be accessed via another URL apart from their own.
Therefore  we set up a Compliance Center with a Subscription center (and also external link) that refers to a subscription center. Since this is even documented (https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-outbound-subscription) I thought this would not be a big deal. The problem is, even though the link is working fine and leading to the subscription center when clicking the unsubscribe button on an email, the donotbulkemail field is not beeing updated and therefore contacts remain active in segments. This is really an issue as this could lead to complaints from receivers. I've already tried different emails and so on but the field won't change as desired. And also no records are created in the consent center which would be ok as well. 
 
Does any one have an idea why this is not working or what I might been missing?
Otherwise I would appreciate ideas on how to brand/hide the standard-Microsoft-URL for the RT-Preference center and show a personal one. That would help as well.
 
Thanks.
Categories:
Dynamics 365 Customer Insights - Journeys
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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
    Hello Jay,
     

    You've identified a critical issue with the subscription center and the donotbulkemail field not updating in Real-time Marketing (RTM) when using a Compliance Center and external link. This is indeed a significant problem that could lead to compliance issues and customer complaints.

    Let's break down the potential causes and solutions:

    Understanding the Problem:

    • Compliance Center and External Link:

      • You've correctly followed the documented approach of using a Compliance Center with an external link pointing to a subscription center. 

    • donotbulkemail Not Updating:

      • The core issue is that the donotbulkemail field on the Contact record is not being updated when a user unsubscribes through the external subscription center. 

    • Consent Center Records Missing:

      • Additionally, no records are being created in the Consent Center, which would normally track consent changes. 

        •  

      •  

    Possible Causes:

    1. URL Parameter Issues:

      • The external subscription center might not be correctly passing the required URL parameters back to Dynamics 365 to update the donotbulkemail field.
      • RTM relies on specific parameters to identify the contact and record the unsubscribe action. 

    2. Compliance Center Configuration:

      • There might be a misconfiguration in the Compliance Center settings that is preventing the unsubscribe action from being processed. 

    3. Real-time Marketing Limitations:

      • There could be a limitation or bug in RTM's handling of external subscription centers, especially when used with Compliance Centers. 

    4. Consent Model Mismatch:

      • The consent model used by your subscription center may not be fully compatible with RTM's consent tracking. 

    5. Javascript Issues:

      • If you have any custom Javascript on your subscription center, it could be interfering with the return of parameters. 

        •  

      6.  

    Troubleshooting Steps:

    1. Verify URL Parameters:

      • Carefully examine the URL that is generated when a user clicks the unsubscribe link in the email.
      • Ensure that it contains the necessary parameters to identify the contact and the unsubscribe action.
      • Compare the parameters to the parameters that are generated from a standard RTM subscription center. 

    2. Review Compliance Center Settings:

      • Double-check the Compliance Center settings to ensure that they are configured correctly.
      • Verify that the external link is pointing to the correct subscription center URL. 

    3. Test with a Standard RTM Subscription Center:

      • Temporarily create a standard RTM subscription center and test the unsubscribe functionality.
      • This will help determine if the issue is with the external subscription center or RTM itself. 

    4. Check Consent Center Logs:

      • If possible, check the Consent Center logs for any error messages or warnings. 

    5. Microsoft Support:

      • This is a critical issue that requires Microsoft's attention. Contact Microsoft Support and provide them with detailed information about the problem.
      • They can investigate the issue and provide a fix or workaround. 

        •  

      6.  

    Branding/Hiding the Standard Microsoft URL (Workarounds):

    Since branded links are not currently available, here are some workarounds to hide the standard Microsoft URL:

    1. URL Shortening Service:

      • Use a URL shortening service (e.g., Bitly, TinyURL) to create a short, branded URL that redirects to the standard RTM subscription center.
      • This will hide the long, Microsoft-generated URL. 

    2. Custom Domain Redirect:

      • If you have control over your organization's domain, create a redirect from a subdomain (e.g., ) to the standard RTM subscription center URL.
      • This provides a more branded experience. 

    3. Iframe Embedding:

      • Embed the preference center into an Iframe on your website.
      • This will mask the URL.
      • This is a more complex solution, and requires web development skills.

        •  

      4.  

    Key Recommendations:

    • Focus on resolving the donotbulkemail issue first. This is the most critical problem.
    • Contact Microsoft Support. This is likely a bug or limitation in RTM.
    • Use URL shortening or custom domain redirects as temporary workarounds.

      •  

    By following these steps, you can effectively troubleshoot the issue and find a solution.

     
    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

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