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Preventing/Monitoring Global Unsuscribes in ClickDimensions

  • 1.  Preventing/Monitoring Global Unsuscribes in ClickDimensions

    Posted Dec 07, 2018 11:15 AM
    ​My organization is trying to prevent emails from being sent with a ClickDimensions "global unsubscribe" link. "Global unsubscribes" prevent our customers from receiving eCom transactional emails in addition to the marketing emails. We have a set of targeted "subscription management" pages that we are requesting our email creators use instead. However training compliance has been spotty, so we're finding that emails still get sent with the incorrect link.

    I would like to streamline this process with technology rather than relying on training, if possible. I can imagine a few options:
    1. Prevention - Remove "global unsubscribe" as an option from the ClickD email template editor
    2. Prevention - Alert that fires if user accidentally selects "global unsubscribe" option when editing an email template
    3. Cleanup - Advanced Find to identify which existing email templates need to be switched from "global unsubscribe" to "subscription management"

    ClickDimensions says that #1 is not possible in their product. #2 and #3 might not be possible, either, because the email templates are stored on the ClickDimensions servers. It doesn't look like the raw HTML or anything else is stored on the CRM record.

    Anyone else run into this issue? How did you prevent ClickDimensions emails from being sent with "global unsubscribe" links?
    ​​​​

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    Sarah Schneider
    Senior CRM Business Systems Analyst
    Donaldson Company, Inc.
    Bloomington MN
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  • 2.  RE: Preventing/Monitoring Global Unsuscribes in ClickDimensions

    TOP CONTRIBUTOR
    Posted Dec 07, 2018 12:56 PM
    1. I would note that you're potentially opening yourself up to regulatory issues with CAN SPAM and international equivalents, especially if you have any EU customers when you remove that link.
    2. Your transactional emails are going through CD?  Perhaps source them through another system since they shouldn't be subject to the same rule-sets.
    3. If they're ultimately obeying the "Do not email" field in Dynamics, make sure you're updating "Do not bulk email" instead and make sure your transactional emails respect the "Do not email flag" and NOT the "do not bulk email" flag.

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    Wayne Walton
    CRM Practice Lead
    eBECS Limited
    Atlanta GA
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  • 3.  RE: Preventing/Monitoring Global Unsuscribes in ClickDimensions

    GOLD CONTRIBUTOR
    Posted Dec 10, 2018 11:07 AM

    Sarah,

    We had the same issue in our ClickDimensions implementation.  We are sending:

    1. Marketing emails via clickDimensions
    2. Transactional emails via the CRM's email router AND some via ClickDimensions.

     

    When somebody unsubscribes via ClickDimensions, we were not able to send the transactional emails via ClickDimensions anymore.

    This how we worked around this

     

    When somebody unsubscribes, ClickDimensions:

    1. Set the contact field 'Do not allow Bulk Emails'  to true
    2. Creates a new record 'Unsubscribe' that will contain the email and contact (or lead/account, if it is found) that unsubscribed.

     

    • We kept the link in the emails
    • We added a new field on the contact called 'Do not promote'
    • When the 'Do not promote' is set to true, we don't send Marketing email via ClickDimensions. (added clauses to the Marketing lists' advanced find)
    • We added a workflow on 'Unsubscribe' that does the following:

               Run when the 'Unsubscribe' record is created

               If Unsubscribe:Contact contains data

                    On record Contact

                         Set  DoNotAllowBulkEmail = false

                         Set DoNotPromote = true

               On record Unsubscribe

                         Copy the email to a custom field called 'original email' for us to keep the history

                         Clear the field 'email' and the field 'contact'  <-- This has to be done because ClickDimensions will not send emails if those fields contain data OR the contact's DoNotAllowBulkEmail is set to true.

     

    This was done before I joined the company, so I don't know whether it was suggested by  ClickDimensions or not.

     

    Hope this helps



    ------------------------------
    Christian J. Betrisey
    Software Developer
    American College of Emergency Physicians
    Irving TX
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  • 4.  RE: Preventing/Monitoring Global Unsuscribes in ClickDimensions

    GOLD CONTRIBUTOR
    Posted Dec 12, 2018 03:40 PM
    Sarah,

    I just watched a ClickDimensions webinar this morning (ClickDimensions Q4 Customer Update Webinar)
    They showed a new field on the 'Email Send' form called 'Transactional'.
    This will allow to send transactional emails under certain circumstances.
    I am not sure about the details, but you can certainly contact them to find out.

    Thanks
    Christian

    ------------------------------
    Christian J. Betrisey
    Software Developer
    American College of Emergency Physicians
    Irving TX
    ------------------------------

    CRMUG Summit - Post


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