Can 'Accepts email = no' get set in a constituent record without an opt-out interaction?

William Tam · December 2017

Does anybody know exactly what causes a record to be set to "Accepts email = no" ? Specifically, if somebody has that field, is there a case where they would NOT also have some sort of 'opt-out' interaction/date on record? So if somebody 'unsubscribes to all emails', is that interaction listed?

We have a very large number of people who have "Accepts email = no", but the email is listed as deliverable and there's no opt-out interactions listed. We're trying to figure out how that came to pass.

Jeremy Reynolds · December 2017

William Tam:

Does anybody know exactly what causes a record to be set to "Accepts email = no" ? Specifically, if somebody has that field, is there a case where they would NOT also have some sort of 'opt-out' interaction/date on record? So if somebody 'unsubscribes to all emails', is that interaction listed?

We have a very large number of people who have "Accepts email = no", but the email is listed as deliverable and there's no opt-out interactions listed. We're trying to figure out how that came to pass.

Could be that they were imported that way when your LO instance was first set up.

Is this a recent phenomenon? BB also just launched an unsubscribe header that will show up on some email providers. Haven't checked myself, and I assume they'd configure it to reflect an interaction in LO, but it's always possible that it doesn't. They might be able to chime in here.

William Tam · December 2017

Jeremy -- We have an ongoing sync setup between our CRM (Team Approach) and LO, and this seems to be happening to new records as they get imported from our CRM to LO.

Our suspicion is that our ongoing sync is incorrectly interpreting a NULL value in the corresponding field in our CRM ("email_classification") as "doesn't accept email". This would be incorrect because that field in our CRM is often not set at all -- only if that field is FALSE has the person refused email.

What we're trying to determine is whether there are other possible criteria for a LO record to have "accepts email = no" set without some interaction being recorded in LO. If there are other possible criteria for such records, we can isolate records that do NOT satisfy those criteria and work on whatever data processing would need to happen to set their records "accept email" value correctly in LO.

Kim Meneo · January 2019

Hi, William,

Were you able to determine what was causing this? We are having the same problem when constituent updates come from Luminate to RE.

Trent Roberts · January 2019

Hello all,

If the constituent is created in Luminate by a data sync and if the opt-in field (Accepts Email) is blank, then they will be created with a blank opt-in status which is interpreted as not opted in. Our system must interpret this as we can't assume a blank opt in status means that they should be opted in. If you are able to find evidence that an opted in constituent in Luminate was opted out due to the email status being blank in the data sync, then that is either a bug, or it's an issue with the custom data sync.

There is a site option that may be able to help with logging interactions from data syncs. I am not sure if this will work with the Team Approach sync.

Enable Data sync Interactions.

You can contact support to have that enabled as well as any additional investigation that you may need.

Best regards,

Trent Roberts

Customer Support

Bria Hunter · January 2019

Hi William,

Some of the people you may be emailing might have opted out of your emails without notice. This has happened to the organization I work for. There is a way you can opt people back into getting emails but I would ask for permission first.

Brittany Larson 2 · January 2019

Trent Roberts‍ - just to confirm what I think you said.

If an organization does a manual upload or data sync to Luminate, if there is no opt in or opt out information included in the CSV file, the new added constituents will automatically be set to opted out of email?

Thanks for clarifying.

Trent Roberts · January 2019

Hi Brittany,

I'd like to further elaborate on my previous statement, "Our system must interpret this as we can't assume a blank opt in status means that they should be opted in." - this is true for data syncs but not Custom Constituent Imports.

For a Custom Constituent Upload, a blank opt-in field, or no opt-in field will create the constituent as opted in. An opted in status is assumed for Custom Constituent Imports the same as the Accept Email checkbox is marked by default when manually creating a constituent in Constituent360.

Data Syncs are based on a custom rule set, but I have always seen that blank email opt-in results in an opted out state.

Best regards,

Trent Roberts

Customer Support

Can 'Accepts email = no' get set in a constituent record without an opt-out interaction?

Comments

Categories