Unsubscribe no longer syncing to SFDC Email Opt-Out

[Anonymous]

Hi,

We're using the standard unsubscribe token in our emails and have recently noticed that contacts who unsubscribe are not being marked appropriately as email opt-outs in SFDC.  It has functioned properly in the past.  Any ideas/things I should check?

Thanks!

- Krista

[Grégoire_Miche2]

Hi Krista,

Hundreds of things may explain this. One of the possibility would be that someones has modified the profile of the Marketo user in SFDC. Of it could be a sharing rule issue on some SFDC records, or else some real sync issues, or else that you trying this on some leads/ contacts that are setup not to sync, or...

Test on a few leads and look at the activity log to see what happens. Test it on SFDC leads and contacts and test it both ways (from Marketo to SFDC and from SFDC to Marketo).

When you have done this, come back to the community and post screenshots of the activity log, if anything seems wrong. It will provide us more info to guide you.

-Greg

[Anonymous]

Thanks for the quick reply!

After further inspection, it appears that the issue is only when a contact has unsubscribed from an email that is part of an email program vs. a standard program w/a smart campaign.

When utilizing email campaigns, should I be doing an extra step/smart campaign to properly capture unsubscribes in SFDC?

[Grégoire_Miche2]

Hi Krista,

There is absolutely no reason that the email or program has any impact on whether the unsubscribe field synchronizes or not.

But each email may have a correct unsubscribe link or not, that links to a unsubscribe LP that works... or not.

You need to control that the unsubscribe field is really flagged when the person unsubscribes from your email programs. In other term, how is the unsub link set in you email programs emails that would be different from other emails ?

-Greg

[Josh_Hill13]

She should test leads herself both on the Unsub page she's using as well as a live test email to herself.

It may also be that SFDC is not linked to Unsubscribed anymore or it's that odd sync issue that has come up previously, where SFDC passes back the wrong value.

[Anonymous]

Hi,
Thanks all for your help. Upon further inspection, the unsubscribe link was incorrect in an email template I was using. One that I have since cloned and used multiple times, making it look like it was a sync issue.

All good now.

Thanks again