I understand that marketing emails can only be sent to contacts who have opted in. However, onboarding emails function more like transactional messages—they help guide our customers through their initial experience with our service and are essential for product adoption.
As a CRM manager, I would like to set up an automated onboarding workflow that includes a welcome email and guidance on how to use our service, triggered immediately after a customer signs up. I would like to include all first-time customers in this workflow, even if they are not marked as “marketing contacts” or have not opted into our newsletter.
Given that these emails are intended to assist customers in using our service, is it possible to send this communication to all new users regardless of their opt-in status?
I appreciate your guidance on how we can achieve this.
If they are not set as marketing contacts, they would not receive these emails. The only way that could happen is if you were using transactional emails.
That being said, you could make these contacts marketing contacts and opt them in with implicit consent because they are your customers. This is not legal advice so you may want to confirm with your team, but that’s what I would do to ensure they could receive your onboarding emails.
I agree with Josh’s suggestion to opt them in as customers.
If your emails (or parts of them) focus on onboarding tasks you’d like them to complete, I also recommend using Arrows onboarding plans. One of the key features is customized email reminders that automatically trigger based on customer actions, progress, and plan-specific conditions.
Hope that helps!