Notification of Unsub/Email Invalid/Suspended in MSI

[Anonymous]

Currently when you attempt to send a sales email to a lead that is marked as Marketing Suspended, Email Invalid, or another email send blocking "status", nothing happens once you hit send.  No warning/notification is presented to the MSI user and no activity is logged on the Marketo user, giving the appearance of a "broken sync".  Since no message is present on either side to indicate what happened, MSI users are unable to confirm if a mailing went out or if there was a bug in the system.  

I have confirmed this occurs with the following statuses:

Unsubscribed
Email Invalid
Email Suspended
Marketing Suspended

Possible Solution:

When MSI makes the call to send the email from Marketo, if the send cannot occur or the lead is blocked from mailing, return a response code with an error of some sort.

Alternatively, these values could be shown in the MSI view in SFDC so that MSI users can be aware of what leads are available for email contact.

[Grant_Booth]

I agree. For Unsubscribed, I recommend that they put it on the page layout of their sales reps (as read only, so they can be sure it doesn't get changed), that way they can see that the person has opted out and infer why the email didn't get sent, but the other fields you mentioned don't map to SFDC, so that's not an option.

[Anonymous]

As a Salesforce Admin, I created a process to manage this and give our MSI Users a quick glance at whether or not they can send sucessfully - I was getting ALOT of cases wondering why emails were not being sent. So I built my own solution. It's actually worked quite well for me and it's been implemented for over 2 years.



Basically the Marketo system fields, do not exist in Salesforce, therefore had to create similar (but not the same) fields in Salesforce and create smart campaigns to update these via triggered process in Marketo.

Exception to the rule is Email Suspended/Suspended Email - The Email Suspension (System field) lasts for only 24 hours but is not unchecked (and we can't uncheck it), but after 24 hours you can send to the lead. I uncheck my checkbox after 24 hours.

Our users are trained out to only send if there is a green thumbs up (which also incorporates subscriptions).

[Anonymous]

Oops I just posted that with my sandbox account 😕

[Anonymous]

Sorry this is the real me. 🙂

Also just to add to the above, if there is an invalid email, I update the Salesforce Email bounced reason which displays a warning under the email address in Salesforce so our users know that it needs to be updated. Like so!


So there may be a workaround if you ask your SFDC Admin nicely 🙂
 

[Anonymous]

We're currently involved in a massive effort to onboard and enable sales to use MSI, and are receiving a lot of negative feedback about emails not getting sent.

I've worked with Eloqua in the past, and the Eloqua equivalent of MSI does warn users immediately if emails are not going to be sent, and explains why. This is a far better user experience for the sales reps, and greatly improves their trust in the tool.

Very alarming to see that this suggestion was made 3 1/2 years ago, and we still have the same issue!

[Grant_Booth]

In our org, we created read-only boolean fields in SFDC for Marketing Suspended and Email Invalid. When these came down to Marketo as new fields, we copied the Marketo data to them, waited for it to sync into SFDC, and then we have Marketo Support remap them to the original system Marketing Suspended and Email Invalid fields. Now our sales reps can see in SFDC if a lead is marketing suspended or email invalid. Just be very careful if you choose this route - take it slow. Messing it up could have rough consequences for your system.