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Consent set up

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Posted on by CU27031429-0

Hi!

I am helping a new customer implementing Customer Insights - Journeys, and they are working with different Consent Profiles. When they are trying to Set up Double Opt-In on the Complaince profile, they get this error:

Double opt-in email creation failed

Email Create failed due to incorrect brand sender setup.

They are not able to set their brand profile up yet, due to mailboxes not being enabled - is that correct, or am I missing something here?

Another thing, when using the default Compliance profile in a form, and filling out this form, I do get the consent contact points, but the corresponding Contact doesen't get updated with Opt'ed in, which I would assume it would be. Again - am I missing something in the setup here?

Thank you!

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Dynamics 365 Customer Insights - Journeys

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Holly Huffman 6,536 Super User 2025 Season 2 on at

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Hi there! Good morning, evening, or afternoon - depending on where you are :) Hope you are well today!

The issues described seem to stem from two separate areas: brand sender setup and consent contact points not updating the Contact record. Here's how to address them:

1. Double Opt-In Email Creation Failed
The error "Email Create failed due to incorrect brand sender setup" indicates that the brand profile isn't properly configured. This is likely because the mailboxes aren't enabled yet. To resolve this:

Enable Mailboxes: Ensure that the mailboxes associated with the brand sender are approved and enabled in Dynamics 365. Without this, the system cannot send emails using the brand profile.

Set Up Brand Profile: Navigate to the brand profile settings and ensure that the sender details (e.g., "From email," "Reply-to email") are correctly configured. You can find detailed instructions here.

Retry Double Opt-In Setup: Once the mailboxes are enabled and the brand profile is correctly configured, retry setting up the double opt-in process.

2. Consent Contact Points Not Updating the Contact Record
When using the default Compliance profile in a form, the consent contact points are created, but the Contact record isn't updated with the "Opted-in" status. This could be due to:

Form Configuration: Verify that the form is correctly mapped to update the Contact record. Ensure that the "Opted-in" field is included in the form's data mapping.

Compliance Profile Settings: Check the settings of the default Compliance profile to ensure it is configured to update the Contact record upon form submission.

Real-Time Journeys: If you're using real-time journeys, ensure that the consent management settings are correctly configured. You can find guidance on consent management here.

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Daivat Vartak (v-9d... 7,835 Super User 2025 Season 2 on at

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Hello CU27031429-0,

You've hit upon two common stumbling blocks when setting up Customer Insights - Journeys (CI-J) for new customers: double opt-in and consent contact point synchronization.

Let's break down each issue:
1. Double Opt-In Email Creation Failure:

"Email Create failed due to incorrect brand sender setup."

Root Cause: This error message indicates that CI-J requires a properly configured brand sender profile before it can create the double opt-in confirmation email.

Brand Sender Profile: The brand sender profile defines the "From" address and other email settings used for sending messages.
Mailboxes Not Enabled: You are correct. If the customer's mailboxes are not yet enabled, they will not be able to create a brand sender profile.

Why It's Required: CI-J needs a valid brand sender profile to ensure that the double opt-in confirmation email is sent from an authorized and properly configured email address.

Solution:

The customer must first enable their mailboxes and configure the necessary DNS records for email authentication (e.g., SPF, DKIM, DMARC).

Once the mailboxes are enabled, they can create a brand sender profile in CI-J.

After the brand sender profile is set up, they should be able to configure double opt-in on the compliance profile.

2. Consent Contact Points and Contact Opt-In:

Consent Contact Points Created, But Contact Not Updated:

Expected Behavior: When a customer fills out a form with a compliance profile, and consent contact points are created, the corresponding Contact record should also be updated with the opt-in status.

Potential Causes:

Synchronization Delays: There might be a delay in the synchronization between the consent contact points and the Contact record.

Incorrect Mapping: The mapping between the consent contact points and the Contact record might be incorrect.

Dataverse Issues: There could be underlying issues with Dataverse synchronization or data processing.

Compliance Profile Configuration: It is possible that the compliance profile has not been correctly configured.

Troubleshooting Steps:

Wait and Verify: Wait a few minutes and check the Contact record again to see if the opt-in status has been updated.

Check Mappings: Verify that the consent contact point fields are correctly mapped to the corresponding Contact fields.

Review Compliance Profile: Ensure that the compliance profile is correctly configured to update the Contact record.

Check Dataverse Logs: Look for any errors or warnings in the Dataverse logs.

Test with Different Contacts: Try filling out the form with different contact records to see if the issue is consistent.

Check Real-Time Marketing Settings: Ensure that the real-time marketing settings are correctly configured.

Microsoft Support: If the issue persists, contact Microsoft Support for further assistance.

Key Recommendations:

Prioritize Mailbox Setup: Emphasize the importance of enabling mailboxes and configuring email authentication before setting up double opt-in.

Thorough Testing: Thoroughly test the form submission process and consent contact point synchronization.

Monitor Dataverse and CI-J: Monitor Dataverse and CI-J for any errors or warnings.

Review Documentation: Carefully review the Microsoft documentation on compliance profiles and consent management in CI-J.

By addressing these points, you should be able to help your customer successfully set up double opt-in and ensure that contact opt-in statuses are correctly updated.

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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