Lists, Lead Scoring & Workflows

JNeubrander
Participant

How to get contacts off the Unengaged contacts list

SOLVE

1) The only known solution I can find is for the contact to find an old marketing email and open it in order to come off the list. What if they permanently deleted them all? How will they even know to go looking for such an old email, since THEY don't know they're on a suppression list?

 

2) What if an unengaged contact re-submits their email address on a marketing-form, such as to receive a weekly blog? They will be suppressed from receiving it, and therefoore cannot receive even that for which they actually desire.

 

 

We've looked into workflows that trigger based on such a marketing form submisson utilizing a look-alike Unengaged contact list with an additional property value which is updated upon submission, but can't manage to find anything that works. Any suggestions?

1 Accepted solution
karstenkoehler
Solution
Hall of Famer | Partner
Hall of Famer | Partner

How to get contacts off the Unengaged contacts list

SOLVE

Hi @JNeubrander,

 

Don't shoot the messenger. This is simply not how the Sends since last engagement property works. It only reflects email interactions, not page views or form submissions.

 

If you want to create a list that acommodates form submissions, you could create a list that filters as follows:

 

Sends since last engagement is greater than or equal to 11

AND Recent conversion date is unknown

 

OR

 

Sends since last engagement is greater than or equal to 11

AND Recent conversion date is before property Last marketing email open date

 

That way, a contact would leave the unengaged list if they submit a form after they last marketing email open activity.

 

Best regards

Karsten Köhler
HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer

Beratungstermin mit Karsten vereinbaren

 

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karstenkoehler
Hall of Famer | Partner
Hall of Famer | Partner

How to get contacts off the Unengaged contacts list

SOLVE

Hi @JNeubrander,

 

Correct, a contact would have to open or click a recent email to not be considered an unengaged contact anymore. The behavior of the default feature cannot be changed.

 

Generally, before I share a workaround, I want to emphasize that Don't send to unengaged contacts feature has become somewhat unreliable (see for example here). Personally, I'm not checking that box for any marketing email campaign anymore.

 

Now let's look at a workaround. HubSpot calculates unengaged contacts as follows:

 


HubSpot's graymail suppression feature automatically excludes any contacts who have not been engaging with your marketing emails. This feature uses the Sends since last engagement contact property, which counts an engagement when a contact opens a marketing email or when they click a link in your marketing email.

A contact will be categorized as unengaged if they meet one of the following criteria:

  • Never engaged with a marketing email from you and hasn't engaged with the last 11 emails you've sent them.
  • Previously engaged with one of your marketing emails but haven't engaged with the last 16 emails you've sent them.

This means you can use the Sends since last engagement property and create your own unengaged contacts list. From such a list, you can exclude contacts manually:

 

karstenkoehler_0-1674020580399.png

 

Going forward, you would not check the Don't send to unengaged contacts checkbox in the Recipients tab anymore. You would exclude the list created above from the email send.

 

Hope this helps!

Karsten Köhler
HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer

Beratungstermin mit Karsten vereinbaren

 

Did my post help answer your query? Help the community by marking it as a solution.

0 Upvotes
JNeubrander
Participant

How to get contacts off the Unengaged contacts list

SOLVE

Thanks for the advice. This isn't suitable, because eliminates the automatic-aspect of the list. They didn't enagege for the previous 11 sends and get on the list. Later, they submit a form and rightfully should leave this list. However, after another 11 sends down the road, they have not engaged and should rightfully be on the list again. The problem persists.

0 Upvotes
karstenkoehler
Solution
Hall of Famer | Partner
Hall of Famer | Partner

How to get contacts off the Unengaged contacts list

SOLVE

Hi @JNeubrander,

 

Don't shoot the messenger. This is simply not how the Sends since last engagement property works. It only reflects email interactions, not page views or form submissions.

 

If you want to create a list that acommodates form submissions, you could create a list that filters as follows:

 

Sends since last engagement is greater than or equal to 11

AND Recent conversion date is unknown

 

OR

 

Sends since last engagement is greater than or equal to 11

AND Recent conversion date is before property Last marketing email open date

 

That way, a contact would leave the unengaged list if they submit a form after they last marketing email open activity.

 

Best regards

Karsten Köhler
HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer

Beratungstermin mit Karsten vereinbaren

 

Did my post help answer your query? Help the community by marking it as a solution.

0 Upvotes
JNeumeister
Member

How to get contacts off the Unengaged contacts list

SOLVE

Hi @karstenkoehler thanks so much for the guidance here, I have been looking for a solution for this for a while. 

 

When I tried to add your Recent Conversion date filter so that people who recently filled out a form aren't excluded, I only have an option to enter a firm date - I can't set it as relative "before last marketing email open date". Any suggestions? Screenshot 2024-01-09 at 6.04.28 PM.png

0 Upvotes
JNeubrander
Participant

How to get contacts off the Unengaged contacts list

SOLVE

I aimed no arrows, friend 🙂  Thanks, I am unfamiliar with the Recent Conversion date property. Thanks for that. I'll explore it and accept the solution if it was what I was searching for. I appreicate your help!