CRM Webforms Double Opt-In Important But Unuseable As Is

CRM Webforms Double Opt-In Important But Unuseable As Is

With all the problems with webform spam, the Double Opt-In is a great idea.  Once I implemented it and tested it on my website, I realized it is not usable in its current state.

The key problem is the messaging on the Opt-in email is very misleading, and we have no ability to customize that email so it makes sense.

My use of these webforms are for Contact Us, Subscriptions, Feedback, etc.  In most cases, these interactions are from prospective customers.  Existing customers have other direct communication options and do not need to use a form on the website.

If a website visitor submits a form, they would not reasonably intend that to be an act of registration with the company.  Yet that is the messaging of that email. 


Confirm Your Registration with <Company Name>


Thank you for registering with <Company Name>. To confirm your registration please click on the button given below. This option expires in 60 days.

Confirm Registration

If you have not registered, please just ignore this email.

Odds are that many or most visitors will be confused by this and just delete it.  If they don't press the confirm button, the form will not make it to CRM as a lead, their question or concern will not be received and will not be responded to, and this will result in a lost opportunity at best, and reputational damage is likely because we never followed up on their communication.

Zoho CRM Product Manager, please start by crafting a better default message reflecting the action the visitor has taken and their expectation for a prompt reply.

Even something like the following would be usable:


Confirm Your Communication with <Company Name>


Thank you for contacting <Company Name>. To confirm your communication please click on the button given below and your message will be forwarded to us.  

Confirm Communication

If you do not confirm your communication, your message will not be received.


The ultimate solution would be for us to be able to customize the opt-in email message (and the confirmation message that follows clicking on the Confirm button) applicable to each webform, so that it can be tailored to the exact purpose/usage of that webform.

For now, I will need to remove Double Opt-In from the form and deal with the spam that follows.


-Tom Bixby

    Zoho Marketing Automation
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