Importing contacts -Missing subscriptions

[CCastilla9]

Hi all, 

When importing contacts inside Hubspot, we receive some alerts of the contacts that say "The following contact is missing the Marketing Information Subscription". It does not happen with all the contacts, and when I check Marketing Information subscription it is added. This has behind a workflow that has a restricted list with some contacts but not the amount is less than the alerts that we are receiving.

Could you please give me some kind of clue of what is happening?

Best. 

Celia

[karstenkoehler · Accepted solution]

Hi @CCastilla9,

Can you please share a screenshot of the alert? The way you're describing it does not sound like it's a HubSpot default but something set up by you or someone in your HubSpot portal.

If that is the case, here's what I think is happening:

• You have a workflow set up that notifies you about contacts who do not have a marketing opt-in. (You should be able to find this workflow by investigating the activity timeline of a contact that you received an alert for: https://knowledge.hubspot.com/records/filter-activities-on-a-record-timeline)
• Subscription status cannot be updated via import, only after import: https://knowledge.hubspot.com/records/manage-your-subscription-preferences-and-types
• Your workflow is faster than any user updating the messaging subscriptions as per the previous point, and it's fast enough to send you the alert.

If you're seeing this alert after attempting to send marketing emails, then you need to make sure – before sending – that contacts are opted into the subscription types chosen for those emails: https://knowledge.hubspot.com/records/manage-your-subscription-preferences-and-types

If you have more details / screenshots, I can elaborate.

Best regards

[SamCBarth_LAIRE]

Hi! @CCastilla9  This is likely due to some of these contacts either not being subscribed or having opted out at some point - you may want to see if any of these emails have hard bounces for any reason

[karstenkoehler · Accepted solution]

Hi @CCastilla9,

Can you please share a screenshot of the alert? The way you're describing it does not sound like it's a HubSpot default but something set up by you or someone in your HubSpot portal.

If that is the case, here's what I think is happening:

• You have a workflow set up that notifies you about contacts who do not have a marketing opt-in. (You should be able to find this workflow by investigating the activity timeline of a contact that you received an alert for: https://knowledge.hubspot.com/records/filter-activities-on-a-record-timeline)
• Subscription status cannot be updated via import, only after import: https://knowledge.hubspot.com/records/manage-your-subscription-preferences-and-types
• Your workflow is faster than any user updating the messaging subscriptions as per the previous point, and it's fast enough to send you the alert.

If you're seeing this alert after attempting to send marketing emails, then you need to make sure – before sending – that contacts are opted into the subscription types chosen for those emails: https://knowledge.hubspot.com/records/manage-your-subscription-preferences-and-types

If you have more details / screenshots, I can elaborate.

Best regards

[CCastilla9]

Hi @karstenkoehler,

You are right it is sent from a workflow this alert. This workflow has associated a list with a series of conditions that I will share you a screenshot and also the conditions of the exclusion list.

Now, the problem comes that the customer believes that this missing subscriptions are not benefiting the nurture workflow, but the unique list involved in that workflow is the exclusion list that I will share you. They do believe they are loosing people.

I do appreciate your help, cause I have started with this project without any documentation. 

Best, 

CeliaAlert Notification for Missing SubscriptionMissing Subscription for Imported Marketing Contacts (Marketable)Exclusion List (includes all suppression) 

[karstenkoehler · Accepted solution]

@CCastilla9 could you maybe explain what your overall goal is?

This workflow is doing exactly what it's defined to do. It detects contacts from offline sources without a marketing subscription opt-in and then sends an email. If that's not what you want to happen, you would turn this workflow off.

Alternatively, add a delay after enrollment to give users time to actually manage the subscriptions of these contacts: https://knowledge.hubspot.com/records/manage-your-subscription-preferences-and-types

After the delay, you would have to make sure, e.g. using a branch, whether the consent is still missing.

I would argue that a workflow is not an optimal way to solve this; just assume an import of 2,000 contacts and someone not opting them in. That will result in 2,000 email notifications.

Lastly, if your client is concerned that these contacts might not be receiving emails, they might be right. If you have the GDPR settings enabled, specifically the 'Legal basis required' checkbox, then contacts without consent will be excluded from email sends.