Automatically trigger a resubscribe email when an opted out contact tries to submit a form

If an unsubscribed customers submits a form (most compellingly, a 'Join Our Mailing List' form), it seems like a shame that they are then caught in limbo. Currently they will NOT be subscribed or flagged in anyway that they are not being subscribed. Hubspot should be able to tell if someone unsubscribed has submitted a form and automatically trigger a resubscribe email to them. 

HubSpot updates
Automatically trigger a resubscribe email when an opted out contact tries to submit a formCommunity Manager
changed to: Delivered
08-02-2017

Hey @Olivia_Townsend this feature is already availble to all HubSpot Marketing customers. Check out how to set this up here: How to set up resubscription emails for forms

13 Replies
Olivia_Townsend
Occasional Contributor

Turns out this does exist! I think it was a newer feature that customer support wasn't aware of yet but I stumbled upon it in other searching. See the link below.  

 

https://knowledge.hubspot.com/articles/KCS_Article/Email/How-do-I-enable-resubscription-emails-for-f...

Community Manager
Community Manager
updated to: Delivered

Hey @Olivia_Townsend this feature is already availble to all HubSpot Marketing customers. Check out how to set this up here: How to set up resubscription emails for forms

Olivia_Townsend
Occasional Contributor

Yep, thanks! After I had hung up with support I did some digging of my own and found it. I let the customer support person I spoke with who had told me to post the idea here know and posted that update here too. Feel free to delete my post completely if that makes sense -- I couldn't quite figure out how to.

Thanks!

chris_block
Occasional Contributor

Actually, the feature that exists is not quite match the title of this idea.  When an un-subscribed user enters their email a link pops into the form.  A user must click this link in order to trigger the email to update their preferences.  The problem with this is that the user can easily misinterpret the the message and still submit the form anyway, which would be a failed user experience, especially since the link is triggered on the focus event, not the form submission or click event.

 

My suggestion would be to disable the form button if the message is triggered so the user doesn't accidently submit the form before reading and clicking the link.

 

See here:

resubscription.png

dhayward
Occasional Contributor

@chris_blockis exactly right.  This feature is not implemented as requested.  Right now users still get caught in a state of limbo.

 

If a user clicks the link and goes to check their email, they have been driven away from the form before submitting it.  This is the opposite of what you want in inbound.  (Remember why we don't include navigation on landing pages!)

 

If a user doesn't resubscribe before submitting, they end up missing any confirmation emails you have set up (e.g. the one that actually gives them the information they requested) with no warning.

 

I really think the sanest way to handle this is to automatically send a resubscribe email when they submit a form.  And hold off adding them to workflows until they resubscribe.  That way you don't have to adapt workflows to consider whether they submit the form before resubscribing or not.  >_<

lbroad
New Contributor

OMG YES, PLEASE make this very easy as in highlighting the fact that they WILL NOT get the required information unless they resubscribe.

We have soooo many people unsubscribed then a couple of years later fill in our trial form and NOT get the email because they have opted out. VERY frustrating.  We turned on the Resubscription Email in March 2018 and have only had 1 person resubscribe. I would say the process isn't easy enough and support dharward and chris_block in their suggestions.

 

As an admin, my hands are tied, I can see they didn't get the email, however, it makes it all too hard saying well, if you fill out the form again, make sure you click that link.  A simple tick the box "Resubscribed me" would work.  When will this get fixed?

simon2
Regular Contributor

another vote here - this needs sorting out.

 

Does this idea need to be reposted, as the Current Status is 'Delivered' when in fact it's not?

HubSpot Product Team
HubSpot Product Team

Thanks for all the comments here - from the Subscriptions side of things, enhancing our re-subscription options is a goal for early 2019, we appreciate the feedback and will take these suggestions into account as we improve the re-subscription via form feature.

Herschel
Regular Contributor

This was very frustrating to learn that the Submit button on a form made specifically for people to resubscribe themselves won't actually do anything. Form buttons should either not be clickable when someone enters a previously opted out email, forcing them to notice the little resubscription text and click the link for the resubscription email or, as the original poster suggested, the Submit button should also send them a resubscription email.

 

@TylerScionti since as noted above the functionality orginally described has NOT been delivered can this be marked as such or does someone need to resubmit this idea?

HubSpot Product Team
HubSpot Product Team

Thanks for the extra clarification . @Herschel , I think there is room for improvement here, namely

  1. Resubscripton via form is only triggered if a contact is opted out of all, not a particular subscription type - adding more flexibility is something we are working on. 
  2. I think there are merits to the contact seeing that they need to resubscribe as an automatic email (without them knowing or expecting) has a higher liklihood of being missed. I think there's opportunity to improve here and am happy to sync up and hear more of your thoughts.