Sales Insight Email Unsubscribe

[Anonymous]

Does Sales Insight recognize leads that are opted out and not email them? I have a rep who sent a batch of SI emails and they were still delivered to those who are opted out (no the emails are not marked as operational). Any reason why this would happen?

[Anonymous]

I believe SI does recognize the email opt out and restricts the messages going to them.

Is the individual flagged with "Unsubscribed" inside of Marketo?

We had some issues around this when we first started because we had a multi-level email opt out process for different forms of messaging.

[Anonymous]

Yes, these emails go through Marketo and will be subject to marketing unsubscribe

[Giles_Crease1]

We've also had some confusion with this area in the past.

Jamie is correct when our Sales guys use MSI in our CRM (Dynamics for us but it is the same for Salesforce) it sends through Marketo and obeys any rules in place such as unsubscribed.

As well as checking the leads are unsubscribed, as suggested by Josh, it is worth checking the activity log to ensure that they were unsubscribed when the emails were sent out. Through a sync field in our CRM we can remove or add unsubscribes - we still get a few calls requesting a change and it enables our Sales guys to see the leads unsubscribed status.

Do your Sales guys have a Marketo email plug-in. We use the Marketo Email Add-in for Outlook. Whilst using it will track the emails as the emails are sent out by email server it will ignore (it does not know) any Marketo rules.

Not sure if any of this accounted for your unexpected sends but they certainly required some working out from our side. Good luck resolving.

[Anonymous]

Thanks for your responses everyone. The lead in question was sent the email through MSI in Salesforce. It is marked as unsubscribed in both Salesforce and Marketo. We have a very simple unsubscribe field, with no additional layers or preference centers. Seems strange that the email was still sent.

[Anonymous]

Yeah, that should not have happened then.

I would possibly open up a case with Marketo and see if they can find any rationale as to why that happened.  So that it will be avoided going forward.

[Mike_Reynolds2 · Accepted solution]

Whether or not the unsubscribed status of the lead is used depends on the settings you have in place. You can override the unsubscribed settings under Admin > Sales Insight > Edit Settings.

Here's the Product Doc that describes how it works:

Configure Unsubscribe Footers in Marketo Sales Insight - Marketo Docs - Product Docs

Sales people are supposed to be responding to inquiries by customers, not performing marketing efforts. So, if that's the case, the fact that a lead is unsubscribed from marketing emails would not apply and you could email them even if they are unsubscribed in Marketo. Given this scenario, Marketo allows you the option to either apply the unsubscribe settings, or to bypass them when the emails are sent by Sales Insight.

This option needs to be used very carefully because it does bypass the unsubscribe settings. In the product doc linked above, and in the settings themselves, it describes whether the unsubscribe footer should be shown or not. This is determining whether the unsubscribe link is even included in the email, and whether the unsubscribed settings are applied.