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#2924 - Handling unsubscribes

Closed General Question created by FibreCRM Verified Purchase 2 years ago

Hey guys

We have set
UPDATE config SET value=2 WHERE category='sugarchimp' AND name='globaloptout';
This is now set on most of our installations of SugarChimp

With this now in place SC should remove from TL when a MC subscriber unsubscribes
Result: Lead/Contact no longer appears in the particular TL. That's good and our aim.

My question is this.
If that person is added back into the TL by a user or via an automated process, such the Quick2List dynamic list module, will that Lead/Contact become resubscribed in MC?
If not then good but I presume the lists will have different counts and no easy way to identify list unsubscribes?

Thanks

  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 years ago

    Hello,

    I'm happy to help clear things up. Regardless of the Global opt-out setting (GO), we will always remove records from the Target List when we receive an unsubscribe from MailChimp. I want to ensure that we want GO at 2 and not 0.

    With GO=0, SugarChimp will only remove from the Target List when an unsubscribe comes in. With GO=2, SugarChimp's actions will depend on rather that person is subscribed to multiple MailChimp Lists or not. If so, then we will not mark their email address as opted out, only remove them from the list. However, if they are only on 1 MailChimp List when they unsubscribe, then we go ahead and mark them as opted out within Sugar.

    So, to get into your question of rather or not someone will get resubscribed to MailChimp whenever they are 're-added' to the Target List, it will depend on how they were removed. If their email address is marked as opted out or invalid, then we will not add them to the MailChimp List. That is the first check.

    If someone unsubscribes from a Campaign in MailChimp, then we will not add them back to that list. MailChimp essentially 'blocks' them from the list. However, if someone is just removed by an admin for marketing reasons, then we will add them back to MailChimp.

    As you said above, your list counts will almost always be different simply because you are going to have some duplicate, blank, or invalid email addresses on the Target List. When we do not mark unsubscribed addresses as opted out and let MailChimp be the 'block', then it just becomes more difficult track.

    I hope this answer is sufficient. Let me know if you have any more questions!

    Thanks,
    Jon

  2. fibrecrm member avatar

    FibreCRM Verified Purchase

    2 years ago

    Thanks Jon.

    I understand the different GO options. We never want an Contact in CRM to be opted out. All of our clients use the CRM for email activity that is not ONLY related to marketing activity. If someone opts out, it's because they don't want to receive marketing material. It doesn't necessarily mean all email. For example, in Sugars world, if you owe us money the best way to avoid being chased by us for payment is to opt out of marketing. That way we can't email/chase you!! In our (real) world we manage customer relationships and need to keep in touch with customers (even if they have chosen to opt our from marketing)

    With this in mind GO=2 is perfect. Each Contact appears in multiple target lists to GO=0 is not appropriate here.

    My question is specifically, what is the behavior when a MC subscriber physically unsubscribes. You say you remove unsubscriber from Target List. Great.
    But How does SC prevent the Lead/Contact from being re-added to the Target List by a user in CRM?
    Or don't you prevent it and just rely on MC not re-subscribing (so they do appear in TL but not in MC)

    I appreciate for API un/subscribes this can be reversed but are you saying for physical unsubscribes it is not possible for the API to re-subscribe? I'm hoping so. We don't want to accidentally re-subscibe someone.

    I hope the above makes sense!

  3. fibrecrm member avatar

    FibreCRM Verified Purchase

    2 years ago

    Also can you confirm if you or I (via your website) have it right regarding the differences between GO=2 and GO=0
    You are contradicting what it says on your website :)
    https://www.sugaroutfitters.com/docs/SugarChimp/opt-outs-hard-bounces-and-invalid-emails

  4. fanatical_jon member avatar

    Jon S Provider

    2 years ago

    Hello again,

    Thanks for making me double check, as you are totally correct on the Global optout options, I was backwards. I went into the code to see which settings do what for certain. I'm glad to know that the docs are right, and GO=2 should definitely work for you.

    The functionality on how the opt-outs are handled is dictated by MailChimp. We will never disallow someone from being added to a Target List, regardless of their email address or status (unless you're using Ultimate automated syncing). So, in the case that someone unsubscribes from MailChimp and then gets re-added to the Target List, they will remain on the Target List.

    However, we cannot re-subscribe them to MailChimp, as they will get blocked. If you go to a recently unsubscribed contact in MailChimp, you will notice that they have removed the 'subscribe' button from their contact page. So you are safe to add people back to Target Lists without worrying that they will get wrongly re-subscribed in MailChimp.

    We have a system built into SugarChimp as a backup to MailChimp's automated blocking. If MailChimp ever removes these blocks, then we will be able to keep these unsubcsribed addresses from being wrongly added back to the list.

    I hope that answers thoroughly enough. Sorry for the mis-information previously, and thanks for staying on top of it. Let me know if I can help with anything else.

    Cheers!
    Jon

  5. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    2 years ago

    Hey guys,

    I am going to go ahead and close this case out. Let us know if anything else comes up. Cheers!

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