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#4172 - Unsubscribes aren't syncing down to CRM

Closed Bug? created by JohnK a year ago
  1. Create Target List with a Contact with an opted in email address in CRM. Contact is linked as Contact not Target.
  2. Observe contact in Audience list in MailChimp.
  3. Send a campaign to the Contact.
  4. In email, click "unsubscribe".
  5. Confirm "unsubscribed" in MailChimp.
  6. Confirm Contact's email address and membership of Target List is unaltered in CRM.
  7. Confirm SugarChimp scheduler completed successfully in CRM.

SugarCRM 7.9.latest, SugarChimp 8.2.1a

  1. JohnK member avatar

    JohnK

    a year ago

    I note that it says anyone not running 9.0.0 must upgrade. Is that only if we are on SugarCRM 8 or 9? But none of the bug fixes reference a bug like ours.

  2. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    a year ago

    Hello John,

    For now we can hold off on the update, although it is definitely still recommended at some point. There are times where everything is working but changes in Mailchimp will not update Sugar a record. Specifically where unsubscribes are concerned. If that record is on multiple synced Mailchimp lists, then we may not want to mark them as unsubscribed as they are still subscribed on other lists. We have config settings to know how this should work.

    Can you test a change at any Mailchimp level to see if it is recorded in SugarCRM? The most basic change would be to edit someone's first name in Mailchimp, to see if it changes the SugarCRM first name for that record. Once we see if that change works, we'll know where to troubleshoot further.

    Thanks,
    Jon

  3. JohnK member avatar

    JohnK

    a year ago

    Please don't close this bug - I'm still working on it.

  4. JohnK member avatar

    JohnK

    a year ago

    "If that record is on multiple synced Mailchimp lists, then we may not want to mark them as unsubscribed as they are still subscribed on other lists."

    They should be unsubscribed from the list that they unsubscribed from, surely?

    "We have config settings to know how this should work."

    Please let me know where - I couldn't find them.

  5. JohnK member avatar

    JohnK

    a year ago

    The contact did not update when I edited its name.

    Do I need to have a web hook set up in MailChimp?

  6. JohnK member avatar

    JohnK

    a year ago

    I discovered that previous Audiences created and utilised by MailChimp all had webhooks set up, but recently created ones do not. This is possibly since we upgraded a MailChimp version.

    Please can you confirm:

    A) That upon creating an Audience in MailChimp that SugarChimp is supposed to populate a webhook for it and
    B) That there is no configuration option to do this, otherwise
    C) Where that configuration option is.

  7. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    a year ago

    Hi John,

    Thanks for this response. Yes, an Audience that's set to sync to Sugar should have a webhook installed, which allows Sugar to get updates from Mailchimp. A webhook should have been created in Mailchimp when a list is set up to sync within Sugar. Can you confirm that the Audience in Mailchimp is synced to a Sugar Target List? You can see this by clicking on Health Status within the SugarChimp section of Sugar's Admin page.

    Can you tell me if you've changed and security settings since the new Mailchimp Audiences were installed, such as setting up a firewall?

    Thanks for your help in troubleshooting.

    Best,
    Heidi

  8. JohnK member avatar

    JohnK

    a year ago

    Hi Heidi,

    Please can you confirm that there is no configuration option needed to set up the webhook (and if there is where it is).

    The Audience is being synced to a Sugar Target List. No security settings have changed.

    The question is why webhooks were being created on previous audiences and not subsequent ones.

    Please also reply to my comment beginning "If that record is on multiple...

    Thanks,

  9. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    a year ago

    Hi John,

    There isn't a configuration that's needed to add a webhook. Assuming there's no firewall in place, the webhook should be added when a list is setup or you navigate to the Health Status page. Can you send a screenshot of your Health Status page to mailchimp@fanaticallabs.com so I can take a closer look?

    If a record is on multiple lists and they unsubscribe from a campaign, we would anticipate that they would be marked as unsubscribed in Mailchimp, which would mark them as opted out in Sugar. If they are on multiple synced lists in Mailchimp, this would then unsubscribe them from those Mailchimp audiences. We have some advanced configuration options that enable you to change the way unsubscribes are handled. It sounds like you may want to update your globaloptout setting to 2, which would prevent anyone from being marked as opted out in Sugar and therefore protect them from other lists. This feature won't work until we resolve the webhook issue, but in the meantime you can review the setting here: https://fanaticallabs.zendesk.com/hc/en-us/articles/360021151492

    Thanks for your help in troubleshooting why the webhook isn't appearing in these new lists.

    Best,
    Heidi

  10. JohnK member avatar

    JohnK

    a year ago

    Please close this case - we have uncovered the root of the problem.

  11. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    a year ago

    Thanks, John!

    Let us know if you encounter any further trouble.

    Best,
    Heidi

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