I would like to submit a feature request regarding the current implementation of double opt-in (DOI) in forms within Customer Insights – Journeys.

Based on our recent testing, we have identified several critical issues with the current DOI behavior that limit its usability in real-world scenarios, particularly for organizations that want to ensure GDPR-compliant, user-friendly subscription processes.

Current issues:

1. When DOI is enabled:

• If a contact does not yet have a Contact Point Consent record:
• Regardless of whether the user checks the consent box on the form, they will receive a DOI email.
• The form submission is not completed until the recipient clicks "Yes" in the DOI email.
• This breaks the user experience, especially when the consent checkbox is optional.
• If a contact already has a Contact Point Consent:
• If the user does not check the consent box (but is already opted in), they are unsubscribed.
• If the user does check the consent box (but is currently opted out), they are subscribed without DOI confirmation.
• This logic is inconsistent and can lead to unwanted changes in consent.

1. When DOI is disabled:

• Regardless of whether the contact exists:
• If the user does not check the consent box, they are unsubscribed.
• If the user does check the box, they are subscribed.
• This means simply not selecting a checkbox results in an opt-out, which is problematic for optional subscriptions (e.g., newsletters).
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This behavior is particularly frustrating when designing lead generation forms where the primary goal is to capture interest or sign-ups for something else (e.g., a demo or a download), and the newsletter subscription is an optional add-on. In such cases, it’s crucial that users who choose not to opt in are simply left untouched — not automatically opted out. The current logic makes it impossible to offer a non-intrusive, user-friendly opt-in option without risking that existing subscribers are unintentionally unsubscribed or that contacts are opted in without proper confirmation.

Feature Request:

We would like to request an update to the DOI and consent mechanism, with the following objectives:

• Support for optional subscriptions without enforcing opt-out:
• If a user does not select a consent checkbox, their existing consent should remain unchanged.
• The system should not interpret lack of action as an explicit opt-out.
• Separate the DOI process from form submission logic:
• The form should be submitted regardless of DOI response.
• The DOI email should serve only as confirmation for opt-in, not as a gatekeeper for the entire form submission.
• Ensure that already opted-in contacts are not opted out by inaction:
• If a contact is already opted in, filling out a form without selecting the checkbox should not result in losing their consent.

This change would align better with common email marketing practices and legal expectations in many regions (especially under GDPR), while also supporting a more intuitive and respectful experience for end users.

We appreciate your consideration of this request and would welcome any opportunity to elaborate further or assist in testing future improvements.