Don’t confuse contact confirmation with subscription confirmation (double opt-in / DOI). DOI captures a customer’s consent to receive campaigns and is tied to subscriptions. Contact confirmation just verifies ownership of the contact itself.
How to enable contact confirmation
Email and mobile phone confirmation is configured at the integration level under Contact confirmation settings. Once enabled, any contact that comes in through that integration will carry a confirmation flag, and Maestra will take that flag into account when processing requests. Turning the setting on does not affect contacts that are already in your database — only new and updated contacts coming through the integration.After you turn it on
How contacts appear
Email addresses and mobile numbers get icons in the customer profile:- Pending confirmation
- Confirmed
Primary vs. non-primary contacts
On projects with confirmation enabled, contacts are split into primary and non-primary (pending confirmation). Primary contact. Can be either confirmed or pending confirmation. It behaves like a standard contact: it must be unique within the project, you can send standard campaigns to it, and you can use its value in filters and queries. Non-primary contact — always pending confirmation. Its use is heavily restricted: you can only send campaigns to it with specific settings. It does not need to be unique, so it can duplicate someone else’s primary contact or be shared by multiple customers.Why does a customer have two email addresses or phone numbers?
When someone tries to change a confirmed contact, the old confirmed contact stays primary until the new one is confirmed. You can only send a message with a confirmation code or link to the pending email or number — it isn’t a second full-featured contact.Why is a customer’s pending contact not primary?
A primary contact, whether confirmed or not, must be unique within the project. So if one customer confirms a given email, that same contact becomes non-primary and pending confirmation on every other customer profile that has it.Why do two customers have the same contact?
Non-primary contacts don’t have to be unique. If several customers entered the same contact, it can sit as non-primary on all of their profiles. Even after one customer confirms that email or phone, the contact still stays on the other customers’ profiles with the option for them to confirm it as well.How confirmation status gets written to a contact
On projects with confirmation enabled, a contact can be in one of three states:- Pending confirmation
- Confirmed
- No confirmation data
Integration point with email or mobile confirmation
Exception: the Create and subscribe step in an operation ignores integration settings — the contact arrives with no confirmation data.
Integration point without confirmation
Adding a customer or contact manually
Which contacts you can send campaigns to
You can send campaigns to a primary contact — confirmed or pending — just like any other contact. The only thing that matters is whether the contact is valid. To a non-primary, unconfirmed contact, you can only send transactional campaigns through a flow or an operation, with the appropriate contact type specified.How to confirm a customer’s contact
Confirming an email
From a campaign
Add theTicket.EmailConfirmationLinkTicket ticket to the confirmation link. Clicking the link confirms the contact and, if DOI is enabled on the project, the subscription as well.
Example link with a ticket:
Through a flow
Use the Confirm email step in your flow.Through an import
In your import or edit job, add theIsEmailConfirmed field with any positive value (1 / true / yes).
Confirming a mobile phone
From an operation
Call an operation that uses one of these steps:- Confirm mobile phone and SMS subscription
- Confirm mobile phone on the customer side
Through an import
In your import or edit job, add theIsMobilePhoneConfirmed field with any positive value (1 / true / yes).