Opt-out for Merged Contacts

Smart CRM & Sales Hub Tips, Tricks & Best Practices
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1

Hello community!

I have a situation. Lets say I merge two contacts for the same person because they had different email addresses. For one of the email addresses though, the person had unsubscribed to all email communication.

How would the merger work in this case? Which email address’ opt-out property would take precedence?

Thanks,

Nikhil

2

Hi @npuri

That’s an interesting question! My understanding is as follows, and I’d recommend testing this with a few dummy contacts:

  • If you merge contact A into contact B, contact B’s email will be the primary email
  • As of right now HubSpot uses the primary email by default
  • Opt outs are tied to the email of a contact, not the contact itself

So as long as you merge into the contact that has unsubscribed from all, the primary email should persist, and therefore “Honor” the opt out.

This is my best guess, and definitely something I would test with a few dummy contacts.

Let me know how you get on.

Frank

3

Thanks @franksteiner79

4

Were you able to confirm this?

5

Yes, when I tried it last year, it worked exactly like @franksteiner79 put it. If you’re merging A into B (i.e. B persists as the master contact record), then B’s subscription limits prevail. Whenever you merge any two contacts, the master contact record’s attributes would take precendence.

Do try it for yourself too, hoping things haven’t changed since last year.