durable unsubscribe - how to resubscribe?

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Level 1

durable unsubscribe - how to resubscribe?

Hi there,

Does anyone know how to resubscribe leads who have previously unsubscribed?

Some people in our database have unsubscribed, but have then later filled out a form to resubscribe.

I have tried to resubscribe them in a smart campaign by using 'change data value' | attribute: Unsubscribed | New value: False.

and by also unticking the unsubscribed boxes manually in their records.


I understand that Marketo's durable unsubscribe feature is blocking these changes. Does anyone know how to get past durable unsubscribe for people who wish to resubscribe?

Thanks,


Averil

4 REPLIES 4
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Level 7 - Champion

Re: durable unsubscribe - how to resubscribe?

Hi Averil,

Durable unsubscribe shouldn't block these changes - see Durable Unsubscribe - Marketo Docs - Product Documentation .

If these methods detailed in Docs aren't working in your instance, then it's possible that either updates to that field have been blocked or a smart campaign has been set to change it back. I'd recommend looking at the activity log for a lead that you can demonstrate this on and see what the data change history suggests.

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Re: durable unsubscribe - how to resubscribe?

Agree with Grace, check the field settings if you are blocking it from updates.

Top right corner click Admin > Field Management > Search for "Unsubscribe" or if you have a different name for it > On the right, click the field > Field Actions > Block Field Updates > Uncheck anything you want to allow it to update.

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Re: durable unsubscribe - how to resubscribe?

+1 on Grace, the problem is elsewhere.

Please note that in many countries (All of the EU for instance), resubscribing someone manually or with a smart countries is illegal unless you can prove subscription was requested by the person herself.

-Greg

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Level 3

Re: durable unsubscribe - how to resubscribe?

But there is more than one type of consent, not just 'specific consent' to which your comment relates.

Specifically within B2B there is also 'Legitimate Interest' whereby upon balance you can evidence that you have a legitimate reason to believe the person wishes to receive emails from you - perhaps a customer etc and you wish to inform of a similar service to what they are a customer for / have a valid relationship with.

- as long as you give the user an opt-out, legitimate interest is a valid form of consent - even for email marketing.

At least that is what our lawyers have told us (Global B2B software company)