Unenrolling from Subscription Types

[HHoward]

Hi HubSpot friends, our marketing email unsubscribe page currently gives people three options to unsubscribe: 1) Unsubscribe from one to one; 2) Unsubscribe from marketing; 3) Unsubscribe from all. However, we don't want people to unsubscribe from one to one because we want our sales reps to be able to reach out about account-related matters. Do we have to give that first option, or can we just give the second option and a note that says something like: "You will still receive account-related communications from us." Many thanks, Heather

[HHoward]

Thank you for your response karstenkoehler. Very helpful! 

[DLocke9]

From what I know, you’re not required to provide the "unsubscribe from one-to-one" option if those emails are strictly transactional or account-related, as they usually fall outside of marketing emails under most email regulations (like GDPR or CAN-SPAM).

Adding a note like, "You will still receive account-related communications from us" under the unsubscribe options should work perfectly. Just make sure the messaging is clear, so people understand what kind of emails they’ll still receive.

Hope that helps!

[karstenkoehler · Accepted solution]

Hi @HHoward,

Generally, HubSpot requires the option to unsubscribe from one-to-one emails to be there. HubSpot did however recently introduce a beta which allows for hiding subscription types: https://knowledge.hubspot.com/marketing-email/create-email-subscription-visibility-rules-for-differe...

This allows for hiding subscription types, but only if contacts do not have an opt-in for that subscription type. In other words, this would only work if your contacts do neither have an opt-in, nor an opt-out for one-to-one comunication. Have a look at the article and let me know if you have any follow-up questions. (This requires a Marketing Hub Enterprise subscription.)

Generally, however, I think it's a good idea to display this subscription type. If a contact does not want to hear from you, they should be able to express this (withdrawn) consent. Additionally, a full unsubscribe from all emails will still affect even hidden subscription types – so I would say it's better to display all options to give contacts the ability to choose what to keep and what not to keep.

Your question also has an aspect of customer specific communication. Users are often surprised that HubSpot does not seem to have the option to send contract-related information that ignores any opt-outs. This does exist, in the form of the transactional email add-on: https://knowledge.hubspot.com/marketing-email/how-to-use-transactional-email-in-hubspot

Let me know if you have any follow-up questions!