Included in this article:
Marketo provides several options to help you decide whether a person should receive emails. The options within Marketo Sales Insight (MSI) can alter this behavior, so this article will go through what those differences are.
There are three ways that marketing emails can be stopped from being sent by Marketo. Full details can be found here Understanding Unsubscribe - Marketo Docs but here's a recap:
Emails sent through MSI are sent depending on the settings in Marketo Admin > Sales Insight. The standard out-of-the-box settings for these 'sales emails' is to "Show Unsubscribe Footer" for "All Emails".
If the Unsubscribe Footer is included in the email, then the email will be considered a marketing email. MSI will therefore "Respect Unsubscribe Settings" by following the record's Unsubscribe/Suspended/Blacklisted/Invalid status.
Emails not showing the footer will "Ignore Unsubscribe Settings" and are sent regardless of whether the email address is Invalid, Unsubscribed, Marketing Suspended or Blacklisted.
There are 3 types of sales emails sent from MSI: Standard Marketo marketing emails, emails marked Operational in Marketo, and emails without templates in MSI. The settings in Admin > Sales Insight will determine whether each type is sent or not.
Note: Communication Limits do not ever apply to emails sent from MSI or from the Outlook/Gmail plugin.
Marketing emails from Marketo will either "Respect Unsubscribe Settings" or "Ignore Unsubscribe Settings" depending on which option is chosen. If set to "Ignore Unsubscribe Settings", the email will always be sent unless the email is invalid.
Marketo's operational emails published to MSI will only be sent if the setting is to "Ignore Unsubscribe Settings".
If an email is sent through MSI but is not drafted off of a Marketo email that has been published to MSI, then it is not linked back to a Marketo email. The footer that contains the unsubscribe information is appended to Marketo marketing emails. If the email is not drafted in Marketo but instead is drafted from within MSI, then that footer never gets appended to the email, so therefore there's no way for it to even consider unsubscribe settings.
When emails are delivered, they will appear in the Email tab of Sales Insight in that record. If the email was blocked (unsubscribed, invalid email, etc.), there won't be any indication that it was blocked, but the email won't show in the Email tab.
Emails sent by Marketo will show the Marketo logo. Emails sent by MSI won't show this logo. Note: this is true even if it is the exact same email sent.
Emails sent from the Outlook/Gmail plug-in are always sent. These emails are sent through your own Outlook/Gmail and not through Marketo. Because the emails are not sent from Marketo, there is no check if the record is unsubscribed or blacklisted, etc. If sent with the “Send and Track” button, these emails will be logged in Marketo but they will not be mail merged.
All emails that are actually sent (in other words: not blocked) will be visible in the Activity Log in Marketo, Activity History in Salesforce.com (if configured to sync this) and the Email tab in Sales Insight. If an email is blocked it is not recorded anywhere.
|If record hit Communication Limits, will the email send?|
|Sales Insight in SFDC||Show Footer||No||No||No||No||Yes|
|Outlook/Gmail Plug-in||All Emails||Yes||Yes||Yes||Yes||Yes|