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If you aren’t already aware, it’s good to understand the difference between how consent is handled in Outbound Marketing vs. Realtime Marketing specifically for Contacts. Outbound looks at three different fields on the Contact record. You have a an Email field, Bulk Email field and Allow Tracking field. All are set to either Allow or Do Not Allow. For Realtime Marketing we now have Contact Point Consent records that indicate if someone has opted in or opted out of Commercial, Transactional or Tracking purposes (along with Topics) if set up. If you are using Realtime, it still will look at those three Contact fields, but did you know you can turn that off? Let’s take a look to understand how it works.
First, there is a feature switch in the Settings area that will be turned on by default. This makes sure that Realtime Journeys and the message sent out will still look at those three values on the Contact and determine what can and can’t happen. I’ll leave this on for now.
If I navigate to a Contact and look at the Communication tab, I can see there is a red banner along the top that indicates sending email to them is blocked by settings.
We can see that all aspects of communication for the Contact are blocked. Nothing will be tracked, and no communication at all will be sent which includes both Commercial and Transactional messages.
Clicking on the Manage button provides more information and also provides the ability to change the values for the three fields from Do Not Allow to Allow. It also explains what each field controls the ability to do. Even if you are sending out communications via Realtime Journeys and someone has Opted In via a form or you’ve manually imported or added a Contact Point Consent for them, these three fields below would override that.
Now if I leave all of these set to Do Not Allow, but go back to the feature switch and turn it off, we are stating that we don’t care about these fields, and instead want to make sure it is ONLY the Contact Point Consent records that are looked at, let’s see what happens.
Ok, immediately we see that there is no red, and communication can be sent, and tracking will be allowed. It’s important not to just turn this switch off without really considering your data. If for example, your Compliance Profiles are set up as Non-Restrictive, meaning you will be able to send email to people who haven’t actually Opted In yet (and only exclude those who have Opted Out), and you haven’t yet migrated any Contact Point Consent setting records in, you are running the risk of emailing people who previous opted out via Outbound Marketing. So turn it off only if you 100% CERTAIN you will remain compliant and not send unwanted emails.
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A weekly issue covering features, functionality and news on the topic of Marketing, specifically covering Dynamics 365 Marketing and other interesting tools and tips for anyone interested in the subject.
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I’m taking on a challenge: walking 50 KM in under 10 hours in honour of two incredible women who are both bravely facing chemotherapy right now.
🩷 I’m fundraising for Cancer Research UK 🩷
If you can help, every donation, big or small, helps bring us closer to a cure
Hi,
Can you help me understand when there is a Mobile Number provided as Contact point, why does it appear twice in the Communication Tab under Contact Point
Hi Petya, I am not sure. Are you using two different fields for mobile phones, or do you have multiple options set up in the Audience Configuration record in the Settings area? That might cause it.
Hi Megan,
I’ve included two fields (Address Composite and Mobile Number) in the custom channel Audience configuration. As a result, I can see four contact points in the Communications tab: Email, SMS, Address, and Mobile Phone. Additionally, I’ve created a custom channel for both Address and Mobile Number.
Will the consent apply to both custom channels when creating journeys and in the preference center?
Thanks!
Hi Praveen, sorry but you would just need to test it out or contact Support. I’ve not got anything custom in terms of channels set up so I have no ability to test this.
Hi,
Can we use Mobile phone number fields for both SMS and custom in Audience configuration. If I do so, if one Opt-out the other also Opt-out?
Hi Balam, sorry but you would just need to test it out or contact Support. I’ve not got anything custom in terms of channels set up so I have no ability to test this.
Hey Megan,
I was wondering whether you have any insight into the Tracking consent. Is there some specific use case where a real-time journey can be set up to include tracking which would be omitted if the Contact Point Consent record specifies no tracking based on the enforcement model? I am struggling to see how the tracking consent actually links back to other Customer Insights – Journeys functionality, but maybe I’m missing something.
Hi Robyn, it definitely links to other functionality. I would suggest leaving the Tracking Purpose to Non Restrictive. This means someone doesn’t need to have Opted In, BUT if you internally need to change to Opted Out for someone, things would no longer be tracked. If you set it as Restrictive OR you remove it completely, that would mean you have removed the ability to see if someone has clicked on any links in emails, opened emails and would also mean no UTM parameters would be added to the links in the emails so you wouldn’t get that information when reviewing your website visits in Google Analytics for example.