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Save Your Team Countless Hours. SugarChimp syncs your lists in both directions so that you can work in your preferred application. Segment and Group your MailChimp subscribers based on SugarCRM data so you can market to the right people at the right time. Fully compatible with all versions and editions of Sugar and SuiteCRM.

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#1091 - Syncing multiple target lists - Unsubscribes and Hard Bounces

Closed General Question created by Andrew Wright 4 years ago

Hi,

I have a question about how to deal with syncing multiple target lists. We have multiple target lists in SugarCRM for different marketing and communications purposes; these target lists to a certain degree contain the same Leads and Contacts records and are updated frequently with new records.

As I understand it correctly, when there is an Unsubscribe or a Hard Bounce from a Mailchimp campaign derived from one of the synced target lists, the record in SugarCRM is removed from ALL the synced target lists and the email address record is marked opted out (in the case of an Unsubscribe) or invalid (in the case of a Hard Bounce).    

We would like to not have “Global Opt Outs” enabled but rather have the ability to only remove the record from the target list that the campaign was derived from and keep the email address active for the other target lists. Could you please advise if this is feasible and provide detailed steps on how to configure this.

If you need any other detailed information, please let me know.

Many thanks,

Geert

  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    4 years ago

    Hi Geert, that's certainly possible.

    We recommend to have a single master target list that you maintain. You can then sync all of your fields to and from MailChimp and then segment on the MailChimp side before you send your campaigns. This is the easiest way to go.

    If you want to maintain multiple lists and not have Global Opt Outs enabled, you can disable Global Opt outs by running this query on your database:

    UPDATE config SET value=0 WHERE category='sugarchimp' AND name='globaloptout';
    

    If you ever want to re-enable Global Opt Outs, run this query:

    UPDATE config SET value=1 WHERE category='sugarchimp' AND name='globaloptout';
    

    You can read more about how the Global Opt Out flag works here: https://www.sugaroutfitters.com/docs/SugarChimp/opt-outs-hard-bounces-and-invalid-emails

    Let me know if you need anything else. Thanks!

    • technology1 member avatar

      Andrew Wright

      4 years ago

      Hi,

      Thank you for the quick reply and the information on how to disable Global Opt Outs. Just one more question about when Global Opt Outs is disabled and a Lead (or Contact) is on two synced SugarCRM target lists:

      I understand that when that Lead unsubscribes from a campaign, it will be removed from the target list the campaign was derived from but will remain on the other target list. However, that Lead’s email address will remain active (not opted out) on both target lists am I correct?

      Would it be possible to have that email address marked as “opted out” on one target list and “active” on the other when an unsubscribe occurs? For instance when there are different types of communications to unsubscribe from (newsletters, press releases, event invites etc).

      Hope that makes sense.

      Thanks,
      Geert

    • fanaticallabs member avatar

      Fanatical Labs Provider Affiliate

      4 years ago

      Hi Andrew, good questions.

      One thing to note is that People unsubscribe from Lists not Campaigns. So if a Person in MailChimp unsubscribes from a List, they will be removed from the synced Target List in Sugar but their Email Address will remain active (not opted out).

      Say you have a Lead and a Contact with the same email address. It's not possible to the Contact's email as unsubscribed and keep the Lead's email as subscribed because of how Sugar stores email addresses in their system. If multiple records have the same email address, Sugar ties all those records to a single email address record. So if you set the email to unsubscribed, it will show that way for all records linked to it.

      In practice the one issue I think you may run into here is when you want to know the status of an email address from the perspective of Sugar. So if you're not sending emails out via Sugar, you're good because MailChimp knows this and you send your emails out via MailChimp. If a sales/support person is trying to debug why someone isn't getting emails, they would need to check MailChimp to see if it's because they are unsubscribed.

      One solution for working around how Sugar handles email addresses could be to create custom field on your People modules (Contacts, Targets, Leads) in Sugar. It could be a multiselect field called Email Subscriptions with the possible values of the types of campaigns you send: newsletters, press releases, event invites, etc. This field will represent what types of campaigns a Person is subscribed to. You will still have your individual lists. Then every week or month (whatever frequency you send these campaigns), you could pull the unsubscribe lists from each MailChimp List and manually update the Subscriptions field. This could be automated further if you have Sugar development resources on your team.

      Would something like this work?

      The next big feature for us to tackle is to implement MailChimp Groups. This will basically allow you to maintain a single list while also allowing you to remove people from certain types of mailouts instead of it being all or nothing. I don't have a timeline for when this will be ready to go, but it's something we have to do sooner than later for customers in this scenario. Currently, most customers use the workaround above if they are in your scenario.

      Thanks!

    • technology1 member avatar

      Andrew Wright

      4 years ago

      Hi,

      Thank you very much for the quick and detailed response. We'll try to implement your proposed solution.

      Regards,
      Geert

    • fanaticallabs member avatar

      Fanatical Labs Provider Affiliate

      4 years ago

      Great, thanks. Let me know how it goes!

    • technology1 member avatar

      Andrew Wright

      4 years ago

      Hi,

      We have tried to disable Global Opt Out by running the query on our database that you mentioned before:

      UPDATE config SET value=0 WHERE category='sugarchimp' AND name='globaloptout';

      We have made this change to the database but the email addresses are still being marked as "Opted Out" in SugarCRM after a person unsubscribes from a synced list in Mailchimp. Can you please advise on what else needs to be configured before Global Opt Outs is completely disabled?

      As mentioned before, we would like the email address to stay active in SugarCRM when a person unsubscribes from a synced list in Mailchimp.

      Please let me know if you have any questions.

      Thanks,
      Geert

    • fanaticallabs member avatar

      Fanatical Labs Provider Affiliate

      4 years ago

      Got it, thanks. Looking back, I didn't full explain one of the cases that happens with globalopout.

      With globaloptout turned off, if the Contact/Target/Lead is on exactly one list, we go ahead and set the optout/invalid flags for the email address, as you know they were only on one list and they unsubscribed so you can safely mark them that way in Sugar. This is how other clients with globaloptout turned off like to use it.

      If this doesn't work for your use case, let me know and we can find a way for it to work how you want it. Thanks!

    • technology1 member avatar

      Andrew Wright

      4 years ago

      Hi,

      Thank you for the clarification. We would like to have Global Opt Out turned off and regardless of on how many lists the Contact/Target/Lead is, we would like the optout flag for the email address to stay active (Not Opted Out) in SugarCRM when the person unsubscribes from one of the synced list in Mailchimp.

      We do however want the invalid flag to be set as "invalid" in SugarCRM when there is a Hard bounce on one of the synced lists in Mailchimp.

      I hope this all makes sense but do let me know if you need any other information.

      Please let me know how to configure this.

      Many thanks,
      Geert

    • fanaticallabs member avatar

      Fanatical Labs Provider Affiliate

      4 years ago

      Thanks for the clarification. That's definitely a possible scenario, and actually makes more sense to do it that way when globaloptout is turned off.

      It may be a couple days, but let me work on that. I'll provide a new package that works like this soon. Thanks!

    • technology1 member avatar

      Andrew Wright

      4 years ago

      Great, glad to hear that it is a possible scenario. Thanks you for the quick response, I'll wait to hear from you then regarding the new package.

      Regards,
      Geert

    • fanaticallabs member avatar

      Fanatical Labs Provider Affiliate

      4 years ago

      Hello again, I just sent you a new package via email for you to test. Give it a look and let me konw if that's what you needed. Thanks!

    • fanaticallabs member avatar

      Fanatical Labs Provider Affiliate

      4 years ago

      Hi Andrew, just checking in here. Did the new package do what you wanted? Thanks!

    • technology1 member avatar

      Andrew Wright

      4 years ago

      Hi - Yes the new package is working as required.

      Many thanks for all your help on this,

      Geert

    • fanaticallabs member avatar

      Fanatical Labs Provider Affiliate

      4 years ago

      Good to hear, thanks!

      I'm going to close this case. Let me know if you need anything else. Have a good one!

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