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#4498 - Notify Contact's Assigned Rep When User Unsubscribes Or Email Address Is Cleaned

Closed General Question created by vinceoutlaw Verified Purchase 4 months ago

We would like our reps to be notified when their Contacts unsubscribe from our email list or the address bounces / is cleaned. Was thinking that SugarBPM could be used to send an email to the rep (or even create a follow-up SugarCRM Task) when this happens, but wanted to ask for feedback on the approach or other suggestions before going too far. Thanks for any feedback.

  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    4 months ago

    Great question. Since unsubscribe data is synced from Mailchimp to Sugar, you should be able to create a SugarBPM around this process. SugarChimp uses the built-in Sugar Opt-Out and Invalid fields when someone unsubscribes or their email is marked as cleaned, so your criteria would be based on those fields.

    In researching this a bit further, it looks like email address isn't available within the SugarBPM criteria (shown here: https://d.pr/i/Gm0a5s) so you would need to also pair that with a Process Business Rule (more information here: https://support.sugarcrm.com/Documentation/Sugar_Versions/10.2/Serve/Administration_Guide/SugarBPM/Process_Business_Rules/)

    In terms of other options, Mailchimp does have the ability to send email notifications based on unsubscribes, as shown here: https://d.pr/i/hYcpZ1 but it doesn't include the ability to send notifications only to specific assigned reps.

    Let me know if you have any questions.

    Best,
    Heidi

  2. vinceoutlaw member avatar

    vinceoutlaw Verified Purchase

    4 months ago

    Thanks for the feedback, Heidi. I understand most of your "research" (thank you for that) except about how using a Process Business Rule will help. I tried creating a PBR to see what fields were available to evaluate and I saw the Email Address, but not any of the other fields like Opt-Out or Invalid that would be needed to determine if this was an email address I should act upon (e.g. newly Opt-Out or Invalid). Am I missing something here?

    Again, thanks for your feedback and for the product that does so much work that I don't have to worry about!

  3. vinceoutlaw member avatar

    vinceoutlaw Verified Purchase

    4 months ago

    Sorry, I also wanted to verify that the Reason For Unsubscribing provided on the MailChimp Unsubscribed Success Form DOES NOT get interfaced to SugarCRM in any way that we can report on it. This could be key information on what steps we take to follow-up with the Contact. Please confirm this. Thanks!

  4. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    4 months ago

    Thanks for confirming. You are correct that the reason for unsubscribing does not get synced from Mailchimp to Sugar.

    In regards to the Process Business Rule, I misread that the email address would be available within this process. It looks like you may not be the only one who would like to access to the email or opt out fields! (Looking here: https://sugarclub.sugarcrm.com/dev-club/f/questions-answers/3860/accessing-email-address-field-in-sugarbpm/18942#18942

    I'll take another look and follow up again if I can think of a solution here.

    Best,
    Heidi

    • vinceoutlaw member avatar

      vinceoutlaw Verified Purchase

      4 months ago

      Thank you for the confirmation and research to help me! VO

  5. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    4 months ago

    Thanks for your patience while I looked further into this and chatted with our developer. I don't see a way to accomplish this via SugarBPM, given that the opt out/invalid status isn't accessible. The only alternative would be to reach out to a Sugar partner to have them build a custom package for you. Since we use the built-in opt-out/invalid flag in Sugar, they would be able to access this information.

    Let me know if you have any further questions!

    Best,
    Heidi

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