5 Replies Latest reply on Nov 9, 2016 3:10 PM by Josh Hill

    Durable Unsubscribe - Keep them Unsubscribed

    Josh Hampleman

      We have recently transitioned from having multiple email opt out flags to relying solely on one. 

      We are using Salesforce and have created a validation rule on the Email Opt Out field so that if the field is TRUE then it can not be set to FALSE from our users.  It was during this transition that we noticed the issue around Durable Unsubscribe.  When a user updated a Contact/Lead's email address we were getting a Salesforce Sync Error because Marketo was flipping their Unsubscribe from TRUE to FALSE and Salesforce was not allowing this.

       

      We need the Durable Unsubscribe feature to not change the unsubscribe field from a Lead that is flagged with unsubscribe regardless of their email changing or not.

       

      Does anyone have a solution around this issue?

        • Re: Durable Unsubscribe - Keep them Unsubscribed
          Tim McMinn

          On your unsubscribed field in Marketo you can try and block updates within the field management tab in admin. You can check off SalesForce sync which should disable any updates on this field from a SalesForce sync.

           

          Is the case that the value in Marketo unsubscribed true and in SF it's false?

           

          I'd also look at your Marketo Sync user. Are permission set properly to where you may only want marketo to read and not write?

            • Re: Durable Unsubscribe - Keep them Unsubscribed
              Josh Hampleman

              We need Marketo to update the information inside of Salesforce when an individual opts out so I don't think we can disable the sync this way.

              The case is that in Salesforce we have the individual unsubscribed and marked as TRUE while Marketo unsubscribes the email address.  So when we update the email address of someone that has unsubscribed inside of Salesforce, Marketo sees this change and flips the flag from TRUE to FALSE.  We want them both to remain as TRUE.

            • Re: Durable Unsubscribe - Keep them Unsubscribed
              Josh Hill

              Marketo has a flow (not standard, but commonly added) to change the Unsub field's value to F and Invalid=F when the lead's email address changes to something new.

               

              Marketo also has a hidden back table called Durable Unsubscribe which will always keep an email unsubscribed if it is deleted when Unsubscribed=T.

               

              The thing is it sounds like you want the Lead/Person to remain unsubscribed, while Marketo just goes by Email Address. If the lead requests to be subscribed, then why is this an issue?

               

              Also, you may want to then add subscription fields - why did you collapse them? Or have a separate field that can be updated on the Lead's side. For instance, if you do not want Sales updated Email Opt Out, then just remove it from their access...why lock it down?