topic Re: Contacts being auto-opted-out of one-to-one subscription type in GDPR

Contacts being auto-opted-out of one-to-one subscription type

Phil_Vallender — Mon, 21 May 2018 11:39:54 GMT

We've turned on GDPR features in our portal and are now trying to get out lawful/legal basises and subscription types set up.

Have run in to an issue where, whenever we go to email a contact via the CRM, we are promted to set a legal basis for communication. This is fine but, as soon as we do, they are then automatically opted out of the one-to-one email subscription type.

This would appear to the be the opposite of what should be happening.

I've got a ticket open with support - just wondering if any others are seeing the same behaviour?

Re: Contacts being auto-opted-out of one-to-one subscription type

bradmin — Mon, 21 May 2018 12:56:47 GMT

Hi, @Phil_Vallender. Is this something you have syncing to Salesforce? The behavior you're describing is consistent with a Salesforce record with a HasOptedOutOfEmail value of true. If so, setting it to false in Salesforce won't un-opt-out the record; HubSpot will set that value back to true until the contact opts back in from an email, or via help from the HubSpot team.

If this is an unsynced record, or the opt-out value is false in Salesforce, disregard.

Re: Contacts being auto-opted-out of one-to-one subscription type

Phil_Vallender — Mon, 21 May 2018 13:15:58 GMT

Hi @bradmin

Thanks for you input, but Salesforce isn't a factor here. We run an all-HubSpot shop internally.

This seems to be very much related to the intended or un-intended behaviour of HubSpot's (awesome) new GDPR features.

Re: Contacts being auto-opted-out of one-to-one subscription type

Phil_Vallender — Tue, 22 May 2018 08:21:21 GMT

I got a reply from support today that says they have rolled out a fix. Hopefully shouldn't happen any more.