Email Opt Out in SFDC - Marketo still sends email?

[Anonymous]

Hi all,

I have my BDMs telling me they have clients complaining about receiving emails from us although they have ticked Email Opt Out in SFDC.

Is it normal? Does Marketo and SFDC sync on this?

Cheers

[Dory_Viscoglio]

Hi Michael, by default Marketo won't sync with an unsubscribe field in SFDC. You also cannot get the Marketo unsubscribe field into SFDC. To solve for this, we have created a secondary field that has triggered smart campaigns to opt people out from SFDC. 

[Anonymous]

Hi Michael,

The Email Opt Out (SFDC) & Unsubscribe (Marketo) fields are indeed meant to sync on leads. What edition of SFDC do you have?

[Dory_Viscoglio]

Adam, not to be contradictory, but I was told by Marketo support that this wasn't the case. (I've definitely received conflicting responses from them before, though...) Has this worked for you?

[Anonymous]

Hi Dory,

No worries - many users have different set-ups! Happy to clarify for you that it's definitely syncing Email Opt Out and Unsubscribe for us. When did you integrate SFDC and MKTO? If it was a long time ago, there's a possibility that these particular fields weren't mappable at that point. In any case, you may be able to upgrade your workaround to the more "out-of-the-box" solution (though your workaround appears fine to me).

[Dory_Viscoglio]

Back to the original thread, I re-read the reply that I got from Marketo support, and realized I was referring to Email Invalid! This was my error... sorry for the thread-jack!

But... if your unsubscribe field isn't linking back to Marketo, it's likely that the two fields haven't been synced. You can either contact Marketo to remap the fields, or you can create triggered smart campaigns to resolve the discrepancies between the two systems. 

[Josh_Hill13]

You need to verify if the email address was set to Unsubscred=TRUE in Marketo as well as in SFDC.

When I have seen issues, it was because of:

• duplicate leads that had different emails OR same email and did not have preferences synced
• operational emails used inappropriately.

SFDC Email Opt Out = Unsubscribed in Marketo.

[Michelle_Tizian]

I'm piggy backing on Josh's comment above, or the leads have emails that forwards to another email, this is a big one for us.  Another way that people have received emails from us even though they are marked unsubscribed in SFDC is if they are using another email tool other than Marketo.  In our case our events department still uses CVENT to deliver emails (this I don't like), and there are other people in our company who are sending emails through their own work email address (without looking at the email opt-out type in SFDC, another bummer).  

[Anonymous]

Thank you very much everyone for your replies. I will contact Marketo to see if they can find the sync issue.