Sage CRM 2018 R2: Creating and sending consent emails

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Technical Hints Tips and Tricks that cover customization and development using Sage CRM. API usage and coding are covered.

Sage CRM 2018 R2: Creating and sending consent emails

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A consent record can be created for leads and persons. And once saved, a new consent email can be sent.


There are separate default email templates provided for managing Person and Lead consent.


 

The recipient of the email can then click the links to either confirm their consent or click to withdraw consent.


The recipient of the email can then click the links to either confirm their consent or click to withdraw consent.

The consent management hyperlinks are added into the Email Templates.


These use special merge codes to build the hyperlinks. This is either to consent to contact or to withdrawn consent.

Consent given

%CRMSubmitConsentLink%
http://[servername]/[installname]/eware.dll/SubmitConsent?consentId=0111263F-30B3-466D-887D-73E79BC36522

Consent withdrawn

%CRMSubmitConsentLink%&status=1
http://[servername]/[installname]/eware.dll/SubmitConsent?consentId=0111263F-30B3-466D-887D-73E79BC36522&status=1

The URL that is generated contains a 'Globally Unique Identifier’ (GUID).

The URL calls an endpoint in a similar way to the Web To Lead functionality and requires that the Sage CRM server is accessible from outside the organisational network.

The SubmitConsent endpoint functionality updates the ConsentManagement table in Sage CRM.

You can see the GUID listed here.


When the recipient of the email clicks one of the consent management links in the email. This updates the record in Sage CRM and redirects the contact to a configurable landing page.

This is a single common landing page for all emails and no parameters are passed.

TableLevel scripts are not triggered.

The system administrator defines the location of the Consent Response URL within the

Administration -> E-mail and Documents -> E-mail Configuration

Screen.


The individual responses are then tracked and displayed within the Sage CRM interface. You can see in the screen shot below that this lead has consented to one form of contact but has withdrawn permission for another. We are yet to hear from them about another type of contact.


We can also send a Mass Consent email from within Sage CRM.

Bulk request for consent can be issued to members of a group (Person or Lead).

Each customer response (or non-response) can be tracked.

When a contact clicks the link to accept communications, this acceptance is recorded in Sage CRM against their record.

Comments
  • Hi Jeff,

    The consent URL's are using a relative URL that includes the servername.

    In my case, this server name is not public.

    Could I replace %CRMSubmitConsentLink% by mypublicnameforcrm.com/.../CRMSubmitConsentLink%25  ?

    Or should I add the public CRM address (https://Mypublicnameforcrm.com) as a second servername in custom_sysparams?

    Example : MyServer; https://Mypublicnameforcrm.com;

    Thanks for clarify this.

  • Hi Jerome,

    You can manually build the consent url in the email template e.g.

    mypubliccrm.com/.../SubmitConsent

  • Using the mypubliccrm.com/.../SubmitConsent in the mail merge works fine when doing it via the person consent record but the ID doesn't get merged when using groups which means the hyperlink is like this mypubliccrm.com/.../SubmitConsent

    Hopefuly there will be a workaround for this especially if internal users just user the server name in the URL instead of the FQDN as the %CRMSubmitConsentLink% would end up as being http://SERVERNAME/crm/eware.dll/SubmitConsent?consentId=111263F-30B3-466D-887D-73E79BC36522

    I think there should be a place in CRM a bit like the Consent Response URL where you add the FQDN address you want to use.

    I also think that there should be two response URL's one for the accept and another for when a customer declines as you may want to show a different message when this option is clicked.

  • Chris

    I will share this points with my colleagues in Product Management.

    Thanks

  • Hi Chris,

    The issue you posted has been raised to product developer and has now been fixed in release 2018R3

  • Hi Jordan and Jeff,

    Good afternoon,

    Have all been fixed?

    Or that the FQDN can be exchanged or that there are 2 urls, one of affirmative response and another of negative?

    For security, it would be very interesting to be able to change the FQDN link sent with the consent email.

    Thanks.

  • It looks like that this behaviour has been changed in Sage CRM 2018 R3.