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#4460 - Unsubscribes in Mailchimp render the emails invalid in SugarCRM

Closed Bug? created by Toradex AG Verified Purchase 8 months ago

Hi,
We have seen cases, where an unsubscribe of an email in Mailchimp, is making the email in SugarCRM invalid instead of opt-out. Please check the attached screenshot.
Please note these emails were manually unsubscribed in Mailchimp by unsubscribing them in the lists.
Is this a bug or are we missing out on some configuration of settings. Thanks for your help in advance.

  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    8 months ago

    Thanks for reaching out. It looks like the screenshot didn't come through. Can you send it to mailchimp@fanaticallabs.com so I can take a closer look?

    Additionally, can you update to the latest version of SugarChimp and see if the issue still remains? You can find instructions on updating here:

    https://fanaticallabs.zendesk.com/hc/en-us/articles/360004608392-Update-to-the-Latest-Version-of-SugarChimp

    Thanks,
    Heidi

    • Toradex member avatar

      Toradex AG Verified Purchase

      8 months ago

      Hi Heidi,

      I have upgraded to the new version and sending the screenshot to mailchimp@fanaticallabs.com.

  2. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    8 months ago

    Thanks for sending that along. According to the screenshot, it looks like this record was cleaned from one of the audiences, which may explain why it was marked clean in Sugar.

    Can you check a setting for me by following the steps below?

    1. From within Sugar Admin, navigate to the Health Status page
    2. Right-click anywhere on the page and select Inspect
    3. Click the Console tab at the top
    4. Copy/paste the following text into the Console and press Enter:
      SUGAR.App.api.call('get',SUGAR.App.api.buildURL('SugarChimp/setting/globaloptout'),{},{})
    5. Click the Network tab
    6. For the globaloptout name, view the value, as shown here: https://d.pr/i/LBNYPP

    Thanks,
    Heidi

    • Toradex member avatar

      Toradex AG Verified Purchase

      8 months ago

      Here is the screenshot of the globaloptout setting - https://www.screencast.com/t/OQeFPnEtII
      The record was unsubscribed by the admin individually from the Audience lists in Mailchimp. This should correspond to removing the records from the Target List in sugarcrm. But why did the plug-in make the record email address invalid?

      Thanks
      Swetha

  3. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    8 months ago

    Hi Swetha,

    Thanks for sending this along. Unsubscribing in Mailchimp should cause the record to be marked as Invalid within Sugar. I had noticed that the record is marked Cleaned in another audience. Can you confirm the email was valid in Sugar prior to marking it as unsubscribed in Mailchimp?

    I haven't been able to replicate this issue on my end- are you able to replicate this issue with another record? If so, it might make sense to grab some debug logs so we can take a closer look.

    Here are the steps for that process:

    1. From within Sugar Admin, navigate to the Health Status page.
    2. Right-click anywhere on the page and select Inspect. Switch to the Console tab, and then paste:
      SUGAR.App.api.call('get',SUGAR.App.api.buildURL('SugarChimp/setting/logger/debug'),{},{});
    3. Unsubscribe a record from Mailchimp and let it sync to Sugar.
    4. Send over the logs. You can get these by following the steps below:

    From Sugar Admin, click System Settings
    Click View Log at the bottom of the page
    Click All at the top of the page
    Copy/paste the text that appears into a .txt file to send to mailchimp@fanaticallabs.com

    1. When completed, you can return the logger level to normal by pasting the following into the Console tab:
      SUGAR.App.api.call('get',SUGAR.App.api.buildURL('SugarChimp/setting/logger/normal'),{},{});

    Thanks,
    Heidi

  4. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    8 months ago

    Hello there,

    We haven't heard from you regarding the issue in a few days. Is there anything we can help with?

    Let me know how I can help.

    Thanks,
    Heidi
    Fanatical Labs Support

    • Toradex member avatar

      Toradex AG Verified Purchase

      8 months ago

      Hi Heidi,

      You mentioned that - "Unsubscribing in Mailchimp should cause the record to be marked as Invalid within Sugar". Shouldn't the record be marked as opted-out if the contact is unsubscribed from all its lists?

      We mostly unsubscribe the contacts from Mailchimp when the users request not to send them emails. The unsubscribe is done by the admin in MailChimp. Most of the times contacts want to unsubscribe from marketing emails but would still like to be contacted by the support and get product-related emails. So we definitely don't want an unsubscribe in MailChimp making the contact email invalid in Sugar.
      What is the ideal setting you recommend for our use-case? and When does Sugarchimp ideally make a contact email invalid in SugarCRM?

      Thanks
      Swetha

  5. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    8 months ago

    Hi Swetha,

    Thanks for this response. My apologies, I intended to say that unsubscribing in Mailchimp should cause the record to be marked as opted out in Sugar. Only when a record is cleaned in Mailchimp would that sync to Sugar as a cleaned record.

    According to the screenshot you sent, the globaloptout setting is currently set to 2, which means that currently when someone unsubscribes in Mailchimp, that data is not synced to Sugar. This setting would suggest that perhaps the record was marked as Invalid within Sugar, or was marked cleaned within Mailchimp prior to this setting being updated. (You can see more about this setting and other options you have here: https://fanaticallabs.zendesk.com/hc/en-us/articles/360021151672-Advanced-Configuration-Settings)

    It sounds like you may have multiple audiences that share some contacts and when a contact unsubscribes from one type of email, that doesn't necessarily mean you want them to be unsubscribed from all. In this scenario, we usually recommend that you have one Master SugarChimp List within Sugar and Mailchimp. You could then create Mailchimp Groups to determine the types of campaigns a contact should be receiving. Here's an example of how that would look: https://d.pr/i/2A1obQ

    With this option, the subscriber could unsubscribe from all emails, or they could simply update their preferences to indicate which types of campaigns they would be interested in receiving. You can see how that option might be displayed within the footer of your campaign here: https://d.pr/i/DGcJN6

    Please let me know if you have any questions or if you want to hop on a call to chat this through a bit further.

    Best,
    Heidi

    • Toradex member avatar

      Toradex AG Verified Purchase

      8 months ago

      Hi Heidi,

      Thank you for the clarification.

      I tested by unsubscribing a contact in Mailchimp as an admin. The contact was part of two lists. I unsubscribed from one list, the sync automatically removed the contact from that list. But when I unsubscribed from the other list, the contact wasn't removed from the corresponding list. I understand that GlobalOptout setting of 2 will not update the email address hence the email won't be opted out in the CRM but I was expecting the contact to be removed from the target list.

      I have sent the log files to the fanaticlabs email.

      Currently, We only provide one option to the contacts to unsubscribe and don't really have communication preferences set-up. Most of the times the contacts opt-out of promotional/marketing communication but would like to get product updates. Similarly, the contact which has the email turned invalid had unsubscribed from our marketing communication but was very much in touch through email with our Sales and Support. Hence it was strange for our CRM user to find out that the email was invalid.
      Mailchimp cleans the contact on the hard or soft bounce since the email id was valid and active there was no reason for Mailchimp to clean the contact. Do you if this was indeed a bug and has been fixed with the new version.

      Also when a contact unsubscribes through the unsubscribe link, will the contact get added on to the existing list or new list if synced from SugarCRM?

      Thank you
      Swetha

  6. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    8 months ago

    Hi Swetha,

    Thanks for sending this scenario along. I wasn't able to replicate this scenario. As you mentioned, we would expect the record to be removed for each Target List they unsubscribed from (without the email being marked as opted out). When I did testing on my end, the expected behavior is what occurred. Can you tell me if you unsubscribed them directly from Mailchimp or from a sent campaign? I'm hoping to identify if there was something unique to help me replicate what you found. I didn't receive the logs- can you confirm they were sent to mailchimp@fanaticallabs.com?

    In regards to the emails marked Invalid, we did recently resolve an error (in version 10.1.2) where a capitalization change within a record's email address caused the email to be marked Invalid. We discovered this issue when a customer had another integration that randomly changed the capitalization of an email address when making updates. I can't say with certainty that's what happened in your scenario but you could see if there are any clues for that particular record by looking at the audit log. You can find this by navigating to the record and clicking the arrow next to Edit, as shown here: https://d.pr/i/QVMjWM.

    Finally, if a contact unsubscribes from a campaign through the unsubscribe link, they cannot be added back to that audience via Sugar as Mailchimp won't allow the contact to be active again unless they personally re-subscribe.

    Thanks,
    Heidi

    • Toradex member avatar

      Toradex AG Verified Purchase

      7 months ago

      Hi Heidi,

      I have sent the logs again to fanatical labs email. Please note, we mostly unsubscribe the contacts in Mailchimp directly by admin.

    • Toradex member avatar

      Toradex AG Verified Purchase

      7 months ago

      Also Could you please help to clarify how does the system behave if the unsubscribes happen in Mailchimp by the admin and not by the campaign mail sent?

  7. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    7 months ago

    Hello there,

    We haven't heard from you regarding the issue in a few days. Is there anything we can help with?

    Let me know how I can help.

    Thanks,
    Heidi
    Fanatical Labs Support

  8. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    7 months ago

    Thanks for sending those logs along. Unsubscribes sync to Sugar as Opted Out whether they are unsubscribed in Mailchimp by the admin or unsubscribed by the subscriber within the campaign itself. Both actions should have the same result.

    As mentioned in our email, I recommend updating to the latest version and let's monitor to see if you encounter this issue again.

    https://fanaticallabs.zendesk.com/hc/en-us/articles/360004608392-Update-to-the-Latest-Version-of-SugarChimp

    Please let me know if you have any trouble installing the latest version.

    Best,
    Heidi

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