We’ve isolated some data discrepancies with the current Opt-In and Out statuses of our email marketing preferences and are attempting to smooth things out.
Currently, we have 2 business units that have their own email marketing preferences. Through user error, a manual import of over 20k contacts were opted into the incorrect email marketing preference on the opposing business unit.
We then opted them out of that email marketing preference via a workflow and re-opted them into the correct email marketing preference on the other business unit. Since doing that, we have realised they will now have to manually opt-in back into the first businesses email marketing preference if they ever choose to subscribe there. This is highly likely, as we have a large crossover of customers in both business units.
I understand that there are options to manually resubscribe a contact, but I am trying to figure out a way to do it via a workflow, which would sit in the background and handle the above-affected contacts if they ever choose to subscribe on the previously opted-out email marketing preference.
We’ve attempted to set up a basic workflow to re-opt-in subscribers, but when we run a previously opted-out contact through it, they simply complete the workflow and don’t opt back into the email marketing preference.
Is there a way around this?
The only other option I can see working is deleting the affected Email Marketing Preference, then re-creating it, and starting from scratch.
Can you share a screenshot of the workflow in question, especially the enrolment criteria and if re-enrolment is active, and how your setting for the “Manage email subscription status” workflow action?
As fas as I am aware, you can opt a contact in and out numerous times via workflows, as long as the contact hasn’t opted-out themselves.
Exactly @franksteiner79 but I don’t want to this manually. An opted-out user must be able to be resubscribe through a workflow. Otherwise the idea of an integrated platform is dead.
Yes, but not by a workflow. So all you workflows that may add a user e.g. signing up for anything after opting out fails. This is completely uselss as we typically encounter from HubSpot.
It is possible to set the subscription status via workflow. There is a dedicated workflow action and it works as expected. There might be other factors which cause it to not work for @J0rdz but generally, it is a functional feature.
It will never work for contacts who have themselves opted out as this would be a huge data privacy risk. HubSpot is unlikely to take this risk by increasing the functionality to self-performed opt-outs, considering how many opt-out safeguards the product team has put in place in various tools.
Yes. It is possible to set the status, but not if the user previously opted-out. That means that even through I have full acceptance of marketing etc. then I cannot execute my automations and have to do it manually every time I have a reconversion.
The person has opted in so I should be able to change their setting in HubSpot without manual actions or by sending a ‘please opt in so I can run the required flows’ email.
I do not understand the note on HubSpot and risk. There are adequate controls built into the system. It is me as a user who is responsible and not HubSpot.
HubSpot has tools for resubscribing contacts or for sending them transactional emails that shouldn’t require consent:
In any case, I consider it very unlikely that HubSpot will change how opt-outs behave. Data privacy legislation is only getting stricter, customers are already making mistakes with major consequences and the way this works is deeply embedded in the tool. Plus, there are adequate features to address, see linked above.
I agree that it would be a useful feature but it’s simply very, very, very unlikely this will become possible.
By bulk updating the subscription status of these contacts, you should be able to remove the opt-out. I have tested this before and as long as the opt-out was set by the contacts themselves, it can be removed: Manage your contacts' messaging subscriptions
This will not work if the contacts have opted themselves out.
After clearing the status, setting it to not opted and removing the opt-out, you have a neutral field and can continue.
As @franksteiner79 said, this should also work via workflow but if you’re experiencing issues with that, the bulk edit is a good fallback.
If this doesn’t work, then it’s likely that some of these contacts have actually opted out themselves. You can check this in the subscription overview of the contact (left sidebar of the contact record).
