6 Replies Latest reply on Nov 15, 2016 9:03 AM by Josh Hill

    Emails sending to opt out leads

    Kim Gandy

      Any thoughts why marketing emails would be sending/delivering to opted out leads? Shouldn't Marketo automatically exclude these leads from qualified lead list? If not, do I need to add opt out, unsubscribe, marketing suspend = false to EVERY campaign?

        • Re: Emails sending to opt out leads
          Josh Hill

          Without knowing more about an incident, this is hard to say.

           

          Non Operational Emails will NOT be sent, regardless of the smart list to:

          • Durable unsubscribed
          • Unsubscribed=T
          • Suspended=T
          • Invalid=T
          • Blacklisted=T

           

          Operational Emails can go to

          • Unsubscribed=T
          • Suspended=T

           

          I've seen incidents where lead data is funny:

          • lead uses two variations of the same email box: josh.hill vs. joshua.hill@ which are treated DIFFERENTLY in Marketo.
          • lead thinks they unsubscribed, but did not (always hard to trace)
          • lead replied to unsubscribe, but no one checked this.
          • sales is using a separate system like Salesloft that isn't synced.
          • random behaviors that may or may not jive with expected behavior in Marketo.
          • Merged records.
            • Re: Emails sending to opt out leads
              Kim Gandy

              This was not an operational email. After running a smart list, I see 600+ leads' data value changed to opted out=T before 10/25/16, but were sent the email on or after 10/26/16.

                • Re: Emails sending to opt out leads
                  Dan Stevens

                  Do you have a custom "opted-out" field; or are you referring to the system "unsubscribe" field?

                    • Re: Emails sending to opt out leads
                      Josh Hill

                      Good point Dan. Only the fields I mentioned above are recognized by the system. Custom fields have to be blocked at the smart list level. Never use a custom Opt Out field for this reason...custom fields should be specific to the type of communication.

                       

                      @Kim, what kind of email is this anyway? Even if it's not "operational" could be it be construed that way? Did someone ask for help?

                      • Re: Emails sending to opt out leads
                        Kim Gandy

                        Dan, This is a separate field from the system "unsubscribe." Our instance was built before my time. How can I determine if the field is native or custom?

                          • Re: Emails sending to opt out leads
                            Dan Stevens

                            That's the culprit.  Refer to Josh's list of fields that Marketo will use to suppress, regardless if a lead qualifies in the smart list of a smart campaign.  Since this is more than likely a custom field - and certainly one that Marketo isn't looking at to prevent an email from being sent - you'll need to run a smart campaign to ensure any lead that has "opted-out" = TRUE, to change UNSUBSCRIBE to TRUE.  And since it sounds like you're not using the out-of-the-box unsubscribe process with your emails, you'll need to make sure you opt-out process now includes the unsubscribe field as part of the process.

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