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List of people who have unsubscribed, then been sent an email

Question asked by Julia Rosenthal on Nov 20, 2018
Latest reply on Dec 5, 2018 by Sanford Whiteman

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Sorry if this has been answered elsewhere, but could I have some help please? I need to generate a list of people who have unsubscribed, and since then, have been sent an email.

But because there's no "then" option in the filter rules of a smartlist i think this might be impossible. The only filter rules currently available are "any" or "all",but they won't help in this case. And, even if I date stamped the unsubscribe action, I still wouldn't be able to setup the smartlist rules to say;

Unsubscribe = true

Was sent email = true

Date = after unsubscribe date stamp

I know i could generate a list of unsubscribes and export with interesting moment fields, then do a clunky vlookup or IF statement to work this out, but preferred method is to do it in MKTO if possible.

Any ideas would be much appreciated! Thank you

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Darrell Alfonso Nov 20, 2018 10:21 AM
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Julia,

You can use "data value changed" , attribute = unsubscribed , and then you will have date options.

And then was sent email = time frame.

Hope that helps!

Darrell
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- Sanford Whiteman @ Darrell Alfonso on Nov 20, 2018 10:30 AM
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  Except the Data Value Changes activity is aged out after 90 days.
  
  I would say there's actually way to do this accurately within or without Marketo if you haven't already been archiving Activity Logs.
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  - Darrell Alfonso @ Sanford Whiteman on Nov 20, 2018 10:39 AM
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    Oh Man!! did not know that.
    
    Thanks Sanford, sorry Julia Rosenthal guess it will not work.
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    - Floyd Alvares @ Darrell Alfonso on Nov 20, 2018 10:51 AM
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      Hi Darrell,
      
      Welcome to the new Data Retention Policy: Marketo Activities Data Retention Policy - Under the Hood
      
      Thanks,
      Floyd
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  - Julia Rosenthal @ Sanford Whiteman on Nov 20, 2018 2:26 PM
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    Thanks Sanford, informative as usual
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Floyd Alvares Nov 20, 2018 10:50 AM
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Hi Julia,

Is there any specific reason you are looking for this information? When a record is unsubscribed - and I hope you mean the system unsubscribe of Marketo, then there should be no reason why a record should receive any marketing related email.

Of course operational emails are different, but then again you would not send an operational email unless it was deemed "operational".

But other than that, there is no "easy" way to identify records that would have been sent an email after unsubscibing.

You should definitely leverage creating the "Unsubscribed date" field and "Last email sent date" and then you could query something like
Unsubscribe Date is "after" said date
Was sent email date "between" said date and today.

and run a month check to see if records meet this criteria and then export these from your Smart List.

Hope this helps.

Thanks,
Floyd
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- Sanford Whiteman @ Floyd Alvares on Nov 20, 2018 11:22 AM
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  I hope you mean the system unsubscribe of Marketo, then there should be no reason why a record should receive any marketing related email.
  Well, there is if they later resubscribe! And because of the lack of a permanent audit trail you can't after the fact determine the person's trajectory.
  
  But, more likely in line with the OP's reasoning, it also can be useful to know just how many times you've ignored their Unsubscribed value. People can unreasonably twist the rules of what qualifies as Operational and rightfully get complaints.
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  - Floyd Alvares @ Sanford Whiteman on Nov 20, 2018 10:58 AM
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    Yes I totally agree to this Sanford.
    
    Guess it is time to start building out an Unsubscribe Program that allows you to capture this information due to the lack of activity information.
    
    Floyd
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- Julia Rosenthal @ Floyd Alvares on Nov 20, 2018 2:25 PM
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  This was more of an example, to represent multiple times where i've wanted to build a smartlist with a similar condition. i.e. generate a list a list of people who did 'x' , but only AFTER doing 'y', but have never been able to find a decent solution. The unsubscribe example was just a simple way to represent this sort of scenario, we'd never actually have a need to run this exact smartlist [maybe for an audit or sense check]. I'm all for keeping tidy unsubscribe data, not worth the damage to do it any other way. If people don't want to hear from you, the worst thing you can do is keep contacting them.
  
  Thanks for your reply. If i'm not mistaken, there's no way of running a list similar to what i've described here, in MKTO, correct? The only way is to create a few date/time stamps for various activities, and export to excel and do it there, correct?
  
  Thanks again
  Jules
  
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  - Alex Venus @ Julia Rosenthal on Nov 21, 2018 1:21 AM
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    Wouldn't the lead activity log act as your audit trail should you receive a complaint?
    I appreciate this isn't a solution to your question, but this shouldn't be an issue due to system.unsubscribe.
    I have witnessed marketers labelling promotional emails as 'operational' in my time though, so could be worth using the setup listed by Floyd.
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    - Sanford Whiteman @ Alex Venus on Nov 21, 2018 8:49 AM
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      It can't be your audit trail as-is, because the most important activities in this case are aged out.
      
      If you keep an offline archive then you can use it as a reference (although technically it could be altered in transit, it's a good faith effort).
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      - Alex Venus @ Sanford Whiteman on Nov 21, 2018 8:52 AM
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        Ah so after 90 days they will disappear from the activity log too? Yikes.
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        Sanford Whiteman @ Alex Venus on Nov 21, 2018 11:39 AM
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        The Filled Out Form will last for 25 months. But the proof of their Data Value Change only lasts 90 days. In my experience in regulated industry it's not sufficient to have a partial log, or really even to have to go to Marketo ad hoc at all. It needs to be stored offline continuously, at least every week.
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        Erek Bond @ Sanford Whiteman on Dec 5, 2018 4:30 PM
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        I realize this is off the original topic, but what suggestions do you have for storing the activity log offline?
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        Sanford Whiteman @ Erek Bond on Dec 5, 2018 8:45 PM
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        I realize this is off the original topic, but what suggestions do you have for storing the activity log offline?
        Do you mean literally suggestions for storing? (That is, not the retrieval part but permanently storing after the file is downloaded.)
        
        If you need both storage and reporting, I recommend storing activity logs in a timeseries db (OpenTSDB, etc.). People often make the mistake of trying to use a traditional SQL database, which is not the right fit.
        
        However, for pure archival, a tsdb may be too obscure (like if regulators need to query it). A tsdb also rearranges the original data via compression and is geared toward aggregation, rather than individual lookups. So if you need a lossless one-to-one mirror of an Activity Log, you'd want a partitioned SQL table.
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List of people who have unsubscribed, then been sent an email

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