Simplest way to re-engage an unengaged contact

[CFord14]

We have some specific contacts who want to receive our marketing emails but are currently classified as unengaged. What is the simplest way to give these contacts the ability to re-engage? I do NOT want to uncheck the box to send emails to unengaged contacts in general. But if I could send an email to everyone saying, "If you would like to continue receiving our marketing emails, please do this....." that would be great. My question is, what is the "this" I need them to do that would cause Hubspot to re-engage them? Thanks for your help!

[DMarkusson]

This solution above only works in situations where they recently recieved email and still have it around. I have members that receive weekly newsletters as part of membership (among other communication types such as event promotion). Of course, they can opt out. That works just fine. But initial emails often end up in spam folders or worse get caught in corporate spam filters and never make it to their inboxes. So a few months into membership when we determine that they aren't receiving any emails to their inbox, there are no mechanisms to find an old email and click a link. I need another way that can "wake the system up" on their engagement. I've got people on my unengaged list that visit the website weekly and fill out forms (I can see the activity on their records), but they are listed as unengaged because they don't click on email links (which they don't receive). I need an activity they can take that will move them off the unengaged list. We've been experimenting with forms, but even that doesn't work. Any suggestions? I have given tons of feedback to Hubspot on this issue as I think it's a major flaw.

[karstenkoehler · Accepted solution]

Hi @CFord14,

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@CFord14 wrote:

What is the simplest way to give these contacts the ability to re-engage? I do NOT want to uncheck the box to send emails to unengaged contacts in general.

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This is actually the perfect example of why you should not check this box. It's not reliable anymore, also due to how iOS now handles open tracking.

If these contacts want to receive your emails, that suggests that they have in fact in the past interacted with your emails (an email open would suffice!) but HubSpot was not able to register it – which means that you're potentially suppressing emails to contacts who are not unengaged.

The action these contacts would have to take, see the link above, is to open just one email. Just one. Then the "Sends since last engagement" counter would go to 0 and the checkbox would not exclude them anymore.

So here are the options I see for you:

• Don't check the box anymore. (This is what I would do.)
• Occasionally uncheck the box in regular intervals to allow users to re-engage.
• Create a custom graymail suppression lists that does not include the specific contacts who let you know that they'd like to receive emails: https://community.hubspot.com/t5/Tips-Tricks-Best-Practices/Unengaged-Contact-wants-Marketing-Emails...

Best regards!