topic Why import an opt-out list? in Email Deliverability

Why import an opt-out list?

FionaCK — Tue, 10 Dec 2019 02:46:54 GMT

Can anyone tell me the benefit of importing an Opt-out list? It is my understanding that this process does not create a contact in HubSpot, so what happens to these records? Is there a HubSpot process where a contact is created if someon on an Opt-out list does actually subscribe or change their opt-in permissions?

thanks

Fiona

Re: Why import an opt-out list?

MFrankJohnson — Tue, 10 Dec 2019 07:49:01 GMT

>>"Can anyone tell me the benefit of importing an Opt-out list? It is my understanding that this process does not create a contact in HubSpot, so what happens to these records?"

Adding contacts to an Opt-out list prohibits marketing email sends to that contact from ALL HubSpot users in the portal. (important) And, if those contact records do not exist, they will not count towards your billable contact total.

- see Import an opt-out list

>>"Is there a HubSpot process where a contact is created if someone on an Opt-out list does actually subscribe or change their opt-in permissions?"

- see Resubscribe contacts to your marketing emails

Re: Why import an opt-out list?

Phil_Vallender — Tue, 10 Dec 2019 07:50:55 GMT

Hi @FionaCK

The main benefit is it protects you in case of erroneous creation or import of opted out contacts in the future.

Hope this helps.

Re: Why import an opt-out list?

FionaCK — Tue, 10 Dec 2019 23:36:21 GMT

Hi Frank, thanks for your response and the links to the other articles. If a contact already exists in HubSpot and they are also on the opt-out list, when I import the opt-out list what does it do to the existing HubSpot contact record?

Regards

Fiona

Re: Why import an opt-out list?

Phil_Vallender — Wed, 11 Dec 2019 07:54:05 GMT

Hi @FionaCK

If the contact exists in HubSpot and then is in an imported opt out list, the contact will remain in your portal, will be opted out of all email, and will still count towards your contact total.

Re: Why import an opt-out list?

MFrankJohnson — Wed, 11 Dec 2019 07:54:57 GMT

Thanks for your question, @FionaCK ...

>>"If a contact already exists in HubSpot and they are also on the opt-out list, when I import the opt-out list what does it do to the existing HubSpot contact record?"

If there are EMAIL ADDRESSES in your opt-out import that currently exist as HubSpot contacts, those email addresses will be automatically unsubscribed, but continue to remain as contacts unless/until you delete them. Importing an Opt-out list in HubSpot will NOT delete contact records.

Remember, opt-out's are specific to EMAIL ADDRESSES. This means, if a contact has multiple email addresses it's quite possible for one (1) or some of those email addresses to be opted-out while one (1) or some remain opted-IN.

Re: Why import an opt-out list?

Phil_Vallender — Wed, 11 Dec 2019 07:56:16 GMT

Hey @MFrankJohnson

One thing I wasn't 100% on was: would that resubscribe system work for a contact who is imported on an opt out list. Do you know?

Re: Why import an opt-out list?

MFrankJohnson — Wed, 11 Dec 2019 08:05:06 GMT

>>"...would that resubscribe system work for a contact who is imported on an opt out list?"

Excellent question, @Phil_Vallender ...

Yes. "You can remove an opt-out of email status that was added manually by a user in your HubSpot account. This action can only be applied to contacts who were opted out manually from the contact record or through an opt-out list."

- see Remove an opt-out of email status

Re: Why import an opt-out list?

Phil_Vallender — Wed, 11 Dec 2019 09:27:38 GMT

Thanks @MFrankJohnson - so you can manually remove the opt out status of a contact imported on an optout list, but if they convert, can they resubscribe themseleves?? I'm still not sure.

From the same article you shared: "contacts who have unsubscribed from marketing emails sent from your HubSpot account can take action to resubscribe to your emails"

A puzzle for sure!

Re: Why import an opt-out list?

MFrankJohnson — Thu, 12 Dec 2019 22:10:04 GMT

>>"...if they convert, can they resubscribe themseleves?? I'm still not sure."

Hmmmm. Another excellent question. Our testing seems to indicate so.

Basically, we opted out a test account (via an Opt-Out import list). Then we began the re-conversion process (via an incognito form completion). The resulting re-conversion message appears on the form (as it should when reconversion is permitted) -- 'Looks like you've opted out of email communication. Click here to get an email and opt back in.'.
- see image

HubSpot Re-conversion Message For Contact Previously Opted-Out Via Opt-Out Import List

Will check the actual account and report back here later today, but expect all will behave as expected.

[wait. 'expect as expected'? (head shaking) haha 🙂 ]

Update 1710 EST:

Confirmed @Phil_Vallender ... we (as the original unsubscribed contact) were able to complete the resubscribe process. Once completed, we (as portal admins) were able to see their newly updated subscription statuses and history (as expected).

Re: Why import an opt-out list?

Phil_Vallender — Fri, 13 Dec 2019 15:47:37 GMT

@MFrankJohnson - Awesome dude! I knew you'd be up for testing and getting to the bottom of this. Kudos.

@jennysowyrda - documentation could perhaps impove around this subject based these findings?

Re: Why import an opt-out list?

JuliaMongeau — Fri, 13 Dec 2019 16:13:51 GMT

Hey @Phil_Vallender and @MFrankJohnson , Julia from the Docs team here! Thank you for all of your research and findings! I am going to review this information and partner with my team to work on improving the docs arounds this.