Conversations Inbox with opted out contacts
We're just starting to use HubSpot Conversations for a few existing customers. I saw this conversation today between a service rep and an active customer who had previously opted out of marketing email.
Rep can't send an email reply, doesn't understand it... uses Outlook (with the plugin) instead. He includes this towards the end of his message:
Further, it looks like you've selected to disallow communication from [our support email address]. I had to jump through several hoops just to send you a response. Could you please allow communication from [our support email address] so we can continue to correspond?
In regards to your email address, I do not have it blocked or restricted, so I’m not sure why your emails aren’t coming through. Our email client is Outlook. I’ve checked Outlook and my gmail account and I can’t see that there are any restrictions in place on your email address. If you have suggestions on how to address this issue, please let me know. Until we can resolve this issue, you can send your emails to [another colleague's email] and ask her to forward it to me.
Our rep replies with this crazy workaround: