The unsubscribe process is largely driven by Campaign Monitor.
Information will be reflected back in Salesforce via our subscriber list membership records.
It is worth keeping in mind that Campaign monitor allows subscribers to be on more than one list. Depending on how subscriber lists have been set up in Campaign Monitor, a subscriber can be active on one list and unsubscribed on another. What you set up in Campaign Monitor will be reflected in Salesforce.
Email Opt-Out Field
Please keep in mind that Campaign Monitor allows a subscriber (email address) to be part of multiple lists with different states. For this reason, we feel that the Salesforce email opt-out field is not the best option as it cannot deal with multiple subscriber list membership states. Instead, the best practice is to use our subscriber list membership related-list (shown above). This is automatically added to the standard contact and lead page layout when you initially setup our product. Membership records and their state will be updated every time the primary sync runs.
It is also worth noting that you can manually opt-in or opt-out a person right from the subscriber list membership record.
When we sync the email opt-out field, we update the contact or lead object. Other processes and custom code will be triggered which can conflict with this update.
If a record is added to Campaign Monitor suppression list it will need to be manually removed in most cases.
If you have a Salesforce contact or lead that has a subscriber membership record, with a state of bounced due to an incorrect email address you can fix this in Salesforce. Simply update the standard email address and the record will be updated in Campaign Monitor and marked active again.
If you want to find out more detailed information you can create a report using our email tracking history object in Salesforce. In the report if you include the activity type, bounce type and activity date you should have the information you need.
1. The activity type can be filtered on bounced
2. The bounced type will show if it was a hard or soft bounced
3. The activity date will show when the bounce occurred
For more information on bounced types please see - https://help.campaignmonitor.com/bounced-email-types.