For those who use Salesforce for Sales and HubSpot for marketing, how do you manage email subscriptions for leads/contacts between the two systems? We often have AE’s or CSMs that may find out from a customer that they aren’t receiving our emails but want to and we’d like for the AEs/CSMs to be able to update that information in SF and have it sync to HS. Do you use multi-select picklists and field/property mapping for this or do you use SF campaigns? Curious as to best practice here.
Best practice is definitely to get a solid, confirmed opt in from the subscriber. I’d recommend creating a landing page for your sales team to send customers with this issue to them have them select the subscriptions they want to be a part of. It can look really similar to a preference center. That way you have solid opt-in evidence.
To manage this manually, we’ve used checkboxes in Salesforce that sync to HubSpot. Then, a HubSpot Workflow either subscribes or unsubscribes them to email types based on those checkboxes.
Thanks @Aakar . I’m actually more interested in how others manage opt-ins rather than opt-outs when integrated with Salesforce. It is very common for our customers to ask their AE/CSM to opt them in to receive emails over phone or email and we’re looking for a way to do this in Salesforce so it will then sync to update their subscription status in HubSpot.
Hi @Caito124 - Even in this scenario, you will need to create custom properties in SFDC and map them to appropriate custom properties in HubSpot. You can display these properties on the SFDC page layout for AEs/CSMs. When AEs or CSMs update the status in SFDC, the corresponding properties in HubSpot will be updated.
The next step is to create a workflow for opt-in in HubSpot. The enrollment trigger will be the custom properties that you set via SFDC.
For example, if an AE/CSM opts in a contact in SFDC by updating the status, it will be synced to HubSpot, which will trigger the workflow for opt-in. The contact will be enrolled in the workflow and opted in for email subscription.
Thanks.
@Caito124 You could do it without properties and only using workflows if you are using the visual force plugin. Just allow the workflow to enroll contacts from salesforce ( Enroll contacts into workflows from Salesforce ).
However, doing it in this manner won’t be compliant in some cases so you may want to consider turning this into a double opt in process.
One other thing to keep in mind is the default sync that @Aakar mentioned because the default property that syncs is the global email opt-out/unsubscribe field. If you only want them subscribed to a particular email group, then you would need to custom map properties or a workflow as I have mentioned to opt-in/out of particular groups.
Hi Aakar, we’re trying to implement this solution and it seems to be working except for when someone who is unsubscribes, subsequently resubscribes. They are resubscribed in HS, but the field we’ve created in SF does not update (it’s a tick box, where ticked means they’re unsubscribed and blank means they’re subscribed, so in this case the box stays ticked). Do you know why this could be?
