Using Double Opt-In

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Certain countries have regulations requiring HCPs to verify their email addresses when giving consent to receive email communications. An HCP who grants opt-in consent receives an email with a link to verify the email address and confirm consent. The HCP must select the link to finish opting in.

This functionality only applies to Approved Email and custom email consent channels.

For example, Sarah Jones wants to capture Dr. Clinton Ackerman’s consent for email communications about Cholecap. Dr. Ackerman opts into email communications about Cholecap and receives an email with a link to verify his email address. He selects the link, which verifies his email address and confirms his consent.

Configuring Double Opt-In

Prerequisites

Ensure Approved Email is configured.

Grant the following permissions for the appropriate user profiles:

Consent Admins

Object	OLS	Record Types	Field	FLS
Consent_Type_vod	n/a	n/a	Double_Opt_In_vod	Edit
Multichannel_Message_vod	CRUD	Double_Opt_In_vod	Consent_Confirm_HTML_vod HTML_Message_vod Message_Identifier_vod Name RecordTypeId	Edit
Multichannel_Route_vod	Read	Double_Opt_In_Confirmation_vod	n/a	n/a
Sent_Email_vod	n/a	Double_Opt_In_vod	Parent_Email_vod	Edit

End Users

Object	OLS	Record Types	Field	FLS
Consent_Type_vod	n/a	n/a	Double_Opt_In_vod	Read
Multichannel_Consent_vod	n/a	n/a	Sent_Email_vod Consent_Confirm_Datetime_vod Related_Transaction_Id_vod	Edit
Multichannel_Route_vod	Read	Double_Opt_In_Confirmation_vod	Approved_Document_vod Country_vod Default_vod Language_vod Object_vod Record_Type_Name_vod VExternal_Id_vod	Read
Sent_Email_vod	n/a	Double_Opt_In_vod	Parent_Email_vod	Edit

Approved Email Integration Users

Object	OLS	Record Types	Field	FLS
Multichannel_Consent_vod	n/a	n/a	Sent_Email_vod Consent_Confirm_Datetime_vod Related_Transaction_Id_vod	Edit
Multichannel_Message_vod	Read	Double_Opt_In_vod	Consent_Confirm_HTML_vod HTML_Message_vod Message_Identifier_vod Name RecordTypeId	Read
Multichannel_Route_vod	Read	Double_Opt_In_Confirmation_vod	Approved_Document_vod Country_vod Default_vod Language_vod Object_vod Record_Type_Name_vod VExternal_Id_vod	Read
Sent_Email_vod	n/a	Double_Opt_In_vod	Parent_Email_vod	Read

Add the Double_Opt_In_vod field to the Consent_Type_vod page layout for the appropriate record type.
Add the Consent_Confirm_HTML_vod field to the Multichannel_Message_vod object page layout.
Enable a Full Sync VMOC for the Multichannel_Route_vod object.
Enable visibility for consent admins to the Multichannel Messages tab.
Navigate to the Approved_Email_vod or custom email record type for the Multichannel_Consent_vod object and enable the Opt_In_Pending_vod value for the Opt_Type_vod picklist field.
Set up the double opt-in confirmation email.

To use double opt-in for Approved Email channels, ensure Consent Capture for Approved Email is configured.

Using Double Opt-In

Ensure the Status_vod field on the related Consent_Header_vod record is not Active before making any changes.

Consent admins can select the Double_Opt_In_vod check box on the appropriate Consent_Type_vod record.

Set the Status_vod field on the related Consent_Header_vod record to one of the following:

Active – displays consent channels and lines on the Consent Capture screen and prevents further editing
Staged – hides the consent records from end users while allowing consent admins to review how the Consent Capture screen displays

When double opt-in is enabled for a consent channel, an information icon displays beside the channel label on the Consent Capture screen. Selecting this icon displays information explaining how HCPs can confirm opt-in consent. This icon displays the information in the DOUBLE_OPT_IN_HELP Veeva Message.

After an HCP grants opt-in consent to a consent line, the consent line is gray and displays the message Confirmation Pending and an email containing a verification link is sent to the HCP. The consent for this consent line cannot be edited until the HCP verifies the email address and confirms opt-in consent. If an HCP fails to verify the email address, users can resend the confirmation email to remind the HCP to verify or select the Unsubscribe All button to expire the pending consent and reset the toggle.

The Unsubscribe All button opts out of all consent lines for a channel. If you select Unsubscribe All to clear pending consent, any previously captured opt-in consent must be recaptured.

If an HCP opts into multiple consent lines for the same consent channel, the HCP only receives one confirmation email.

Resending Double Opt-In Confirmation Emails

Users can view sent confirmation emails and resend confirmation emails using the View Email and Resend Confirmation buttons on the Consent Capture screens. These buttons display after an HCP opts into a consent line and receives a confirmation email.

Expiring Pending Consent Records

Capturing consent with confirmation emails creates Opt In Pending Multichannel_Consent_vod records. To update the consent status to Opt In, the HCP must confirm the consent via the confirmation email. If the HCP never confirms consent, the consent status remains Opt In Pending. While the consent status is Opt In Pending, the user can resend the confirmation email but cannot capture consent for the HCP from the Consent Capture screen.

To allow users to capture consent again, admins can schedule expirations of Opt In Pending Multichannel_Consent_vod records and revert the consent status to the last confirmed status (Opt Out or default consent). Veeva recommends expiring Opt In Pending Multichannel_Consent_vod records after five to seven days, since HCPs are unlikely to access the confirmation email after that time frame.

To track the expiration reason of Multichannel_Consent_vod records, admins can create a custom field on the Multichannel_Consent_vod object, for example, Expiration_Reason__c.

To automatically expire pending Multichannel_Consent_vod records, admins can schedule the Update Records action in the Lightning Process Builder to populate Multichannel_Consent_vod fields, including Expiration_Date_vod and custom fields, after a specific time frame.