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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Problem with Global Do...
Customer experience | Sales, Customer Insights,...
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Problem with Global Double opt In consistently

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Posted on by Jelica 30

Hello,

I wonder if you have some suggestion. I would appreciate any kind of help or directions. Thank you in advance!

We have a problem on a client environment: double opt-in is not updating the Contact consent level consistently. For the same Global double opt In setups and Event registration Form, I have three different scenarios.

Preconditions:

The Global Opt-in s setup with DefaulMktSettings:

pastedimage1650021015345v1.png

Event registration form (Double opt-in is disabled)

 pastedimage1650021031858v2.png

Event with previous form:

pastedimage1650021039189v3.png 

 

Case one: Expected behaviour (email with company domain) – existing contact:

 

  • initial values form my contact record:

 pastedimage1650021053033v4.png

  • I used the link URL from the same Event (hosted on power portal)

                 Populate form and submit it with values:

               pastedimage1650021063297v5.png

 

  • I did the refresh for my contact:

   pastedimage1650021090081v7.png

            Yes is from Form submission field value

            (1)Consent is signing that system waits for double opt-in email to be confirmed

  • Checked my email and clicked at Confirm button:

 pastedimage1650021099600v8.png

 It redirected me to Thank you page for subscription.

  • Now, when I refresh my contact, I have relevant values:

 pastedimage1650021107558v9.png

So, I can say that is expected behaviour.

 

Unexpected behaviour (email with googlemail.com / gmail.com/ yahoo.com domains) – existing contact:

 

  • initial values form my contact record:

Marketing consent: No

Consent given: (1) Consent

  • I used the link from the same Event:

               Populate form and submit values (same way as for the expected scenario):

  • I did the refresh for my contact:

           Marketing consent: Yes is from Form submission field value

           Consent given: (1)Consent is signing that system waits for double opt-in email to be confirmed

  • Checked my email and clicked at Confirm button It redirected me to relevant Mkt page
  • Now, when I refresh my contact, I have values (consent wasn’t updated… I waited for two day for the result and I still don’t get it):

 pastedimage1650021175044v10.png

So, I can say that is not expected behaviour.

 

Unexpected behaviour – new contact:

  • initial values form my contact record:

Marketing consent: No

Consent given: (1) Consent

  • I used the link from the same Event:

               Populate form and submit values (same way as for the expected scenario):

  • I did the refresh for my contact:

 pastedimage1650021221505v11.png

I haven’t got any double opt-in email and the contact is updated.

I’ve noticed that for newly created contacts, the double Opti-in email in not triggered – probably because we are not changing Consent level (but I think that it should be triggered for any level that is different from the default one: (1) Consent) - I would need confirmation that this is expected system behaviour.

 The for submission result is also different for the last example.

 pastedimage1650021297695v12.png

I have the same question (0)
  • Suggested answer
    Will Genge Profile Picture
    Will Genge Moderator on at

    Hi Jelica,

    This isn't an expected behavior. Please file a support ticket to ensure we can assist further. admin.powerplatform.microsoft.com/  

    Thanks, Will Genge, PM, Microsoft

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