E-Mail sending issue in workflow

Marketing & Content Hub Email Marketing Tool
1

We’re encountering the following error when trying to send marketing emails via workflows:

Issue:

Send email failed

Details: Previously unsubscribed from all subscription types

:gear:

Current Setup

  • We use “Marketing email subscription has opted in” as an enrollment trigger in our workflows.
  • However, we still encounter contacts who were previously subscribed but have since unsubscribed from all types, resulting in the email failing to send.

:red_question_mark:

Question

Is there a reliable way within the workflow itself to:

  1. Check if a contact is currently subscribed to at least one subscription type
  2. Prevent email sending if the contact has unsubscribed from all types
  3. Ideally: Branch the workflow depending on subscription status before the email step?

:brain: What We Tried

  • We’ve tried using the “Marketing email subscription status” as part of the enrollment criteria, but this only works at the beginning of the workflow.
  • It doesn’t help at send-time, when a contact might have unsubscribed after enrollment.

:light_bulb: Goal

We’d like to add an internal safety check before each marketing email step, to ensure we only send to contacts who are currently subscribed — and skip those who aren’t, without triggering a hard error.

2

Hi @Tobainen,

In the Settings tab of the enrollment criteria, you can specify that contacts should be removed under certain conditions – e.g. if they’re added to a suppression list:

karstenkoehler_0-1750952739461.png
karstenkoehler_0-1750952739461.png859×715 88.9 KB

If you build a list of contacts who have unsubscribed from all emails and add it here, you won’t see that error anymore :slightly_smiling_face:

Best regards

3

Hi Karsten,

Thanks, as always, for your quick and helpful reply — really appreciated!

Just to confirm: you’re suggesting that I create a dynamic list for each individual subscription type, and then use that list as a condition in the workflow settings to manage who stays enrolled?

Thanks again!

4

@Tobainen exactly – either a suppression list of all contacts either unsubscribed from all email or individual ones, or the setting to unenroll contacts when they do not meet the enrollment criteria anymore.

5

Thanks a lot - it works!