Stopping automate email follow ups from pop up forms when prospect responds

[Jonfisheruk]

Hi everyone. 

I am looking for a way to stop automated emails from a pop-up form if the prospect responds. At the moment, the automated follow-up starts a dialogue, but during this dialogue, the automated system sends another email asking for a response. (Prospects get annoyed here, as they say, I am already talking to you!) How can I stop this happening?

Thanks

Jon

[MatthewShepherd]

Hi @KFlynn 

Yes, you are right, that article didn't really describe what I was getting at there. To unsubscribe your contact from a subscription type without opting them out of all email: On the left side of the contact record under the communication subscription section click on the subscriptions link as shown in the screenshot below. From there you can hover over the contact's subscription and click on the unsubscribe button to remove that contact from that subscription type.

[MatthewShepherd · Accepted solution]

@Jonfisheruk 

If you have access to workflows you could have a workflow trigger as a result of the pop-up form submission and send an email, instead of sending it directly from your pop-up.

As you are using a workflow you can then use an If/then branch to test for a contact property that indicates your contact has responded. The property to test against can vary but you could try "Activity properties" -> Activity type email reply from contact. But that will just look for an email reply from the contact at any point, rather than a reply to your specific pop-up form email. 

Alternatively, you could watch for a click of a link in your responder email or use a custom contact property that you manually populate that indicates contacts have responded to your pop-up form email e.g. "Contact Responded to My Pop-Up Campaign"

[HealthPlus]

Just found this post searching for an answer to this same question. Is there a way to stop automated emails from forms when you do not have access to workflows? Thanks!

[MatthewShepherd]

Hi @HealthPlus 

Are you also trying to stop pop-up follow-up emails when the contact has already responded? Within a Pop-up form, you can choose to send a follow-up email or not but can't selectively choose when to start or stop sending a follow-up email.

Using pop-up form targeting you can stop showing pop-ups to contacts that have already submitted and/or show a different pop-up without a follow-up email, but I can't see a way to stop a pop-up follow-up email sending once the form is submitted (without using workflows.)

[KFlynn]

Thanks for the reply. (Same user, different name) That is useful info about pop-up targeting but no, we need the ability to stop emails once a form has already been submitted (do not need to change, delay or restart emails at a later point, just stop if contact responds).

So, just to clarify, all follow-up emails must be delivered regardless of whether someone replies to an email directly. There is no way to stop them (e.g. by manually opting someone out of marketing emails) without paying significantly more for a premium subscription to access workflows? (We have the Starter package)

For us, this renders the feature of multiple follow-up emails useless so if possible, I recommend it be looked into for future changes. Thanks!

[MatthewShepherd]

Hi @KFlynn 

If your contact is not subscribed to the email subscription type associated with your form follow-up email, then the system won't send the follow-up email. You can manually unenroll a contact from a subscription type. When your contact is filling out a pop-up form, you will either need them to already have opted into your desired subscription type or opt them in using your form. As soon a the form is submitted your first follow-up email will be sent right away (if the contact is opted in).

Form follow-up emails are sent regardless of whether the contact has responded to a previous follow-up, but if you can manually unenroll the contact from your follow-up subscription type before the next email is scheduled to send, the system won't send that email (unless they opt themselves in somehow e.g. filling in another form with that subscription type).

So based on your use case, manually unenrolling contacts for your follow-up email subscription type when they respond to your emails should work for you. 

[KFlynn]

Thanks for the reply. Your response says you can manually unenroll a contact from a subscription type. From the link and what I am seeing in my account that is not the case. You can only unsubscribe contacts from all emails, which is not useful. Can you clarify? Thanks.