override Marketo "unsubscribe" system flow action

Vlada_Prasolova · ‎10-11-2018

We have customer profile on our website where the customer can update his mailing preferences.

The form is on Marketo and the updates are pushed to marketo as well but i have recently came across a case that i'm as yet unable to solve.

An old customer went to his profile and updated preferences/subscribed to something.

He got pushed to Marketo all right, with a flag "unsubscribed = FALSE, but bc it's a really old record he wasn't in Marketo, so marketo created a new record.

So far so good, but, it turned out the marketo "remembered" he has been unsubscribed long time ago, so what it did, it changed the unsubscribed value back to TRUE with a system flow action:

System flow action for 'Change Data Value' triggered Wed, 30 May 2018 08:33:24 -0500

my question is how do i override this system flow action if the "re-subscription" happens AFTER the initial opt-out and and person is no longer in Marketo by the time it occurs

i thought about creating a counter-campaign like "original source = that account form" and unsubscribe = TRUE, change it back, but how do i avoid re-subscribing those who had been created from this form but went and opted-out later of their own free will?

Anonymous · ‎10-11-2018

One way to reserve this would be build a smart campaign like this:

Smart List:

Trigger Data Value Changes, Attribute: Unsubscribe, with the constraints Previous Value = False, New Value = True.

Filter 1: Filled out Form for the customer profile form, Date of Activity in the Past 10 minutes

Filter 2: Unsubscribed Reason is "System flow action sysActionChangeDataValue resetLeadEmailStatus"

Flow: Change Data Value of Unsubscribe to False

This should only catch only people who are having their unsubscribed field being modified from the durable unsubscribe. The Unsubscribed Reason filter should ensure that only the changes from durable unsubscribe will move on to the flow.

View solution in original post