by Fanatical Labs

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#4127 - Large increase in opt out/unsubscribes

Closed General Question created by mlove 3 years ago

Hello,

There has been an unusually large increase in opt outs on all of our sugarchimp mailchimp lists. Are there any known issues that may be causing this? What conditions trigger an opt out to happen other than a user clicking unsubscribe?

  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    3 years ago

    Happy to help. To confirm, are you noticing unsubscribes in Mailchimp or Opt Outs in Sugar? Unsubscribes can be caused by a user unsubscribing, a record being removed from the Target List, or deleting a list prior to removing the sync from Sync Settings. Do you recall deleting any synced Target Lists or Mailchimp Audiences around the time you noticed this issue?

    Heidi

    • mlove member avatar

      mlove

      3 years ago

      Hi Heidi, Once a target list is created, where is the link to edit it?

    • mlove member avatar

      mlove

      3 years ago

      We have noticed unsubscribes in mailchimp, and opt outs in crm. the ratio between these is unknown. I will check with the user to see if he has deleted any lists without removing the sync first.

    • mlove member avatar

      mlove

      3 years ago

      There have not been any lists deleted in the timeframe of the unsubscribes issue.

  2. mlove member avatar

    mlove

    3 years ago

    I have discovered quite a few of these "\"status\":\"unsubscribed\",\"unsubscribe_reason\":\"N\/A (Unsubscribed by admin)\"," inside of adminbatches what may cause this?

  3. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    3 years ago

    Once a Target List is created, you can view who is on it and edit it from the Target Lists module. If a record is removed from the Target List that would cause it to be unsubscribed within Mailchimp. Can you tell me who you're syncing to Mailchimp (you can see your settings for this under Sync Settings within CRM's Admin page.)

    We can also hop on a call to take a closer look as well, if you'd like. I'm including the link to schedule a call below:

    https://calendly.com/fanaticallabs_support/sugarchimp-support-meeting

  4. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    3 years ago

    Just wanted to follow up here before closing this out. It looks like there were many lists that were still syncing despite removing the sync. We removed old lists from the database and re-queued the syncs for the lists that are actually syncing, and they are now syncing as expected. The queued volume will lower in time.

    We also updated the SmartList scheduler and the SugarChimp scheduler to a 5 minute interval to prevent the queues from backing up going forward.

    Continue to watch things and let us know if you notice any odd behavior! Thanks for your patience while we got this worked out.

    Heidi

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