topic Definition of unengaged contacts in Email Deliverability

Definition of unengaged contacts

joelcleo — Tue, 08 Mar 2022 16:02:14 GMT

I've been diving into the Hubspot treatment of greymail/unengaged contacts.

As this KB article says the HS definition of unengaged is based on opens. Given the iOS15 privacy protection changes this doesnt seem like a good basis for defining unengaged anymore. (HS support confirmed to me that they they are not correcting clicks for iOS changes in any way).

Surely HS needs a new unengaged definition?!?!!?

Re: Definition of unengaged contacts

karstenkoehler — Tue, 08 Mar 2022 16:13:33 GMT

Hi @joelcleo,

HubSpot seems to be working on this but there doesn't seem to be a quick fix. This post by Tom Monaghan from the product team is a good update:

"We’re continuing to work on filtering and identification systems for bots and other non-human opens. We’re also working on different reporting filtering options to enable you to better understand what is happening with your data. We understand that right now this is not easy and we are working to make it better. Finally, we’re working on other ways to measure engagement that are not just opens. While opens were certainly great, their time has passed. They’ve long since been a directional metric at best, but now, they’re really just not all that accurate."

That being said, you can build your own exclusion lists based on other engagement criteria. The checkbox simply relies on the "Sends since last engagement" property. Let me know if you want to explore this further.

Best regards!

Re: Definition of unengaged contacts

kkoltun — Wed, 04 May 2022 19:52:29 GMT

Have there been any updates on this from HubSpot since Oct 2021? I'm looking to resutructure our marketing / non-marketing and need to address this engagement issue before removing possible quality contacts. Thank you!