I’m having complaints from people saying they have unsubscribed several times but are still being emailed, they are not showing as opted out in the system?
Any idea why this would be happening?
@squigglebit Are the users receiving one-to-one emails via sequences or from sales reps? This is a common example of users receiving emails even if they are unsubscribed from marketing emails.
You can view a user’s email subscriptions by looking at their contact profile and View Subscriptions under communication subscriptions. If a user is opted out of all email, they shouldn’t receive any email from your domain or users.
No this is marketing emails they are continuing to receive
Hi @squigglebit ,
Two best practice to avoid such scenarios are -
A) Create an Opt-Out list, (The best way out) and ensure this list is on Do Not Send for all emails. This would not only save from such cases in future but also let you keep the customer profile for future use (if any). Which brings us to the point B)
B) Delete the contact - if the user has already unscubscribed and Deemed to be not usefull for the business we can reomve the contact, given all stakeholders approve. This would be ideal only if one team works and has no use of the contact in any other program.
Here are steps to create Opt out list.
Here are steps to create workflow - (scroll down to “Manage subscription status”).
Here is what happens once a contact unsubscribes from emails in HubSpot.
Unsubscribed contacts in HubSpot will no longer receive marketing emails sent from your account. However, they can still receive transactional and one-to-one sales emails.
@squigglebit It’s possible that these users are opted into a different subscription type, and that the emails that they are receiving are tagged to said subscription type.
So instead of being opted in to Marketing emails, they could be opted into a subscription titled Promotional Emails. And the marketing emails that they are receiving are originating from that subscription type.
You can your subscription types by navigating to Settings>Scroll down to Marketing>Email>Subscription Types.
If you have a screenshot that contains the communication subscriptions and the filtered activity of marketing emails in the view, that would be helpful.