Unengaged Contact Manual Override

[deannajga]

I have an "unengaged contact" who has asked to begin receiving our emails again. How can I manually remove her from the Unengaged Contacts list HubSpot creates? 

[CHansen7 · Accepted solution]

Hello @deannajga

Here is an idea of a potential workaround. From what I understand, there is no way to remove a contact from HubSpot's unengaged contact list. But, you could create your own unengaged contact list. You can do this by creating a static list and copying the criteria HubSpot uses to define an unengaged contact. Then manually remove the contacts you do now want on that list. To remove someone from a list go to the desired list, select the check box to the left of a contact's name, and in the bar above the contacts, a "-Remove from list" button appears. Click that button then click "Remove" in the dialog box that appears.

You can then use this list in an email. You can select this list in the "Don't send to" section in the "Send or schedule" tab of an email. There are some catches. This idea works great for small lists that do not change much. But people will not get added automatically because it is a static list. Contacts can not be removed from active lists. This static list will require more manual input to add and remove contacts. Workflows can help automate some aspects.

I will link two knowledge base articles below that go over the ideas I mentioned including building the workflows for static lists and criteria for unengaged contacts.

Understand graymail and avoid sending email to unengaged contacts

Add or remove contacts from a list

[karstenkoehler · Accepted solution]

Hi @deannajga,

HubSpot considers a contact as unengaged when they have:

• Never opened a marketing email from you and hasn't opened the last 11 emails you've sent them.
• Previously opened a marketing email from you but haven't opened the last 16 emails you've sent them.

This information is pulled from the Sends since last engagement property. The behavior of this unengaged contact suppression cannot be changed.

However, the checkbox in the Recipients tab of your email can simply be unchecked and you could create your own unengaged contact suppression. You would have to add this for every single email where you want to apply this.

Your own unengaged contact list would have to be an active list, not a static list. (If it was static, it would not dynamically add or remove contacts based on their email activity.) If you wanted to rebuild HubSpot's exact criteria, it would look like this:

You could of course seize the opportunity and define your own threshold.

Hope this helps!

[deannajga · Accepted solution]

Thanks to both of you. I may have found my own work around solution. I went into the most recent marketing email I had sent and selected the "send to more" option. Then selected that individual contact in the send to option as the only contact for the additional send and unselected "don't send to unengaged contacts." I let the contact know to be on the lookout for the resent marketing email and to check her spam folder. I'm assuming if she opens that email, she will no longer be classified as "unengaged" by HubSpot and should be able to receive future marketing emails. Fingers crossed!

[karstenkoehler]

Hi @deannajga,

Correct, that's also an option. It doesn't scale very well but should indeed reset the Sends since last engagement property and exclude the contact from suppression in the future.

If you still found my reply helpful, you can make it easier for others to find this information by accepting it as a solution. I'd appreciate it!

Have a great weekend!

[karstenkoehler · Accepted solution]

Hi @deannajga,

HubSpot considers a contact as unengaged when they have:

• Never opened a marketing email from you and hasn't opened the last 11 emails you've sent them.
• Previously opened a marketing email from you but haven't opened the last 16 emails you've sent them.

This information is pulled from the Sends since last engagement property. The behavior of this unengaged contact suppression cannot be changed.

However, the checkbox in the Recipients tab of your email can simply be unchecked and you could create your own unengaged contact suppression. You would have to add this for every single email where you want to apply this.

Your own unengaged contact list would have to be an active list, not a static list. (If it was static, it would not dynamically add or remove contacts based on their email activity.) If you wanted to rebuild HubSpot's exact criteria, it would look like this:

You could of course seize the opportunity and define your own threshold.

Hope this helps!

[CHansen7 · Accepted solution]

Hello @deannajga

Here is an idea of a potential workaround. From what I understand, there is no way to remove a contact from HubSpot's unengaged contact list. But, you could create your own unengaged contact list. You can do this by creating a static list and copying the criteria HubSpot uses to define an unengaged contact. Then manually remove the contacts you do now want on that list. To remove someone from a list go to the desired list, select the check box to the left of a contact's name, and in the bar above the contacts, a "-Remove from list" button appears. Click that button then click "Remove" in the dialog box that appears.

You can then use this list in an email. You can select this list in the "Don't send to" section in the "Send or schedule" tab of an email. There are some catches. This idea works great for small lists that do not change much. But people will not get added automatically because it is a static list. Contacts can not be removed from active lists. This static list will require more manual input to add and remove contacts. Workflows can help automate some aspects.

I will link two knowledge base articles below that go over the ideas I mentioned including building the workflows for static lists and criteria for unengaged contacts.

Understand graymail and avoid sending email to unengaged contacts

Add or remove contacts from a list