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Email Opt-Out
  • The unsubscribe process is largely driven by Campaign Monitor.

  • Information will be reflected back in Salesforce via our subscriber list membership records.

There are a few ways a subscriber (email address) can be opted out or unsubscribed from a Campaign Monitor subscriber list. The most common reason is that a subscriber has unsubscribed from an email sent via Campaign Monitor. In this case, the subscriber will be instantly updated in Campaign Monitor, removing them from the active subscriber list. The subscriber list membership record stored in Salesforce will be updated by the primary sync, which runs every hour.  

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

Salesforce has a standard email opt-out field which can be found on the contact or lead objects. We do provide several options allowing you to work with this field. To review these options in Salesforce please click this link.

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.

Suppression

In addition to Subscriber Memberships records we also store the Campaign Monitor suppression list in Salesforce. This shows which records are on the suppression lists it also includes the date the email address was suppressed.

If a record is added to Campaign Monitor suppression list it will need to be manually removed in most cases.

Bounce Management

In addition to Subscriber Memberships records we also store the Campaign Monitor suppression list in Salesforce. This shows which records are on the supression lists it also includes the date the email address was suppressed.

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.

Next Steps

Below are two articles that are recommended reading and the best next steps.

FAQs

How do bounces work in Salesforce?

How do I limit the update of the email opt out field to unsusbcribed records only??

What happens when a record hard bounces?

Troubleshooting Email Opt Out Checkbox

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