topic Re: Email Opt Out - Salesforce Sync not working in HubSpot Native Apps

Email Opt Out - Salesforce Sync not working

Romankoko — Fri, 14 Feb 2025 20:02:14 GMT

Per Hubspot: "When mapping HubSpot "Opted out of email" marketing information to Salesforce, it automatically syncs with the Salesforce "Email Opt Out" field on the contact or lead record, ensuring that if a contact is unsubscribed in HubSpot, their status will also be reflected as opted out in Salesforce, and vice versa; this mapping is a standard feature of the HubSpot-Salesforce integration and cannot be modified or deleted to comply with CAN-SPAM laws."

I ran a few tests and when I opt out a lead in SalesForce, it will opt out the contact from all email communication in Hubspot - great. However, if I opt that person back into emails from SalesForce, Hubspot will override my opt in, and opt them out again. Therefore, once someone is opted out of emails from SalesForce or Hubspot, they can never be opted back in? Why?

Since these are both stadard fields and mapping isn't available, this seems like a huge inconvenience. ie. we would like to default opt out certain leads, but opt them back in once they become customers. This isn't possible with the way its setup. Am I missing something?

Re: Email Opt Out - Salesforce Sync not working

BérangèreL — Mon, 17 Feb 2025 08:55:13 GMT

Hi @Romankoko, I hope that you are doing well!

Great question, thanks for asking the HubSpot Community!

I have checked for you and I can see on this article "Salesforce Integration | Frequently Asked Questions" that "if a contact is marked as Unsubscribed in HubSpot, clearing the Email Opt Out checkbox on their Salesforce lead or contact record will not resubscribe them to email communication. They must take action themselves in order to receive marketing emails sent from your HubSpot account again."

Indeed, this field mapping cannot be modified or deleted in compliance with CAN-SPAM laws.

I hope this helps!

Have a great day @Romankoko! 🌞

Best,
Bérangère

Re: Email Opt Out - Salesforce Sync not working

Romankoko — Mon, 17 Feb 2025 17:01:21 GMT

Hi @BérangèreL - appreciate your response. There should be a clear distinction on who unsubscribes from emails. Because if an admin unsubscribes a lead/prospect, then they should also be able to re-subscribe them. If the prospect/lead unsubscribes then I understand where CAN-SPAM laws would keep them unsubscribed unless THEY update their preferences. Makes sense. Hubspot seems to take the lazy approach and not distinguish these differences in their opt out process. Unfortunate.

Re: Email Opt Out - Salesforce Sync not working

BérangèreL — Thu, 20 Mar 2025 12:09:32 GMT

Hi @Romankoko, thank you for getting back to me and for giving me the context and additional information, I really appreciate!

Great valuable feedback, thanks so much! I have shared it internally for more visibility.

Have a lovely day and please @Romankoko, don't hesitate to let me know if you have other concerns, questions or feedback, I'll be glad to receive them!

Warmly,
Bérangère