Is there any way to receive notifications each time someone opts out?

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  • Idea
  • Updated 1 year ago
  • Under Consideration
If this isn't a feature, I think it would be valuable to receive a notification each time someone opts out. That way it is easier to track opt outs as they happen.
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Becky-Jo

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Posted 4 years ago

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Katie Lewis, Official Rep

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Hi! We don’t offer this feature right now, and I’m checking in with our product team to see if we have any plans to create it.

I’m interested to hear what you’d do with the information that someone opted out. Do you know how you’d react to those notifications?
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Becky-Jo

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Hi, Katie. Thanks for looking into this. We actually track opt-outs in our CRM system and in a report on our mailings. A notification would prompt me to add this information to our system instead of waiting until I am able to pull a report that shows all of the opt-outs. This report currently doesn't show when or from what mailing they opted out from. If the notification isn't an option, it would be nice to be able to pull the opt-outs in a report that includes date opted out and from which mailing.
Does this make sense? 
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Katie Lewis, Official Rep

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That’s helpful! Out of curiosity, what CRM do you use?
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Becky-Jo

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360 view (inBusiness Services).
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Katie Lewis, Official Rep

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Thanks! I’ll let you know what our product team thinks.
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David Wright, VP of Product Management

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Hey there,

If I'm understanding correctly, your end goal is to ensure that customers who opt out of your Emma audience are noted accordingly within 360 view. And it also sounds like you're wanting to know date opted out and from which mailing. Is that correct?

I'm wondering if a good option for you, assuming you have a development resource, would be to leverage the following API call to query the information you're looking for:

GET /#account_id/members/#member_id/optout

If a member has been opted out, returns the details of their optout, specifically date and mailing_id.

I imagine the ideal situation would be to create your own integration between Emma and 360 view where you can call the information from Emma and then also update 360 view with the desired information around opt-outs. I took a quick look at their product but I couldn't find any API documentation so I'm not sure what the options are on that end. It might be worth exploring though!

In regards to your initial question around notifications, we're exploring a few different concepts right now around surfacing interesting and relevant "stories" within the app as well as a notification menu. I'm not sure if all opt-outs would be tracked in the way you have described, but we might instead surface an unusually high number of opt-outs within a given date range or due to specific mailings. I know it's not what you're asking for, but would that be something of interest to you?

Also I wanted to make sure you knew that you could hop into the response for an individual mailing and create a segment of members who opted out. You could then export out that segment.

Hope that's helpful!

Best,
David
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Dennis Manugal

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I would also like to receive notifications when our customers opt-out.  Having the time they opt out as well is helpful to identify what email campaign they might have not wanted. 
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David Wright, VP of Product Management

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Hello,

Just a quick update here. We've been working on some pretty cool stuff under the hood that sets us up to surface notifications like opt-outs in multiple places — in Emma, in Metric or even via SMS down the road. The goal is to get you the information about which you're most interested in the place you want, at the frequency you want. 

Customer preferences vary, of course, so while one customer might want to receive a notification each and every time a customer opt-outs, another might prefer a daily or weekly digest. We're thinking through those use cases. I hope to have some good news later this year that should help you with your workflows. We just want to make sure the way we deliver it is thoughtful and supports a broad variety of how customers might want this, and related, information surfaced.

So, just curious, which of these options might be interesting to you?
+ Real-time in-app (think notifications) and/or emails when a customer opt-outs
+ Real-time push notifications via Metric when a customer opt-outs
+ Daily digest of customer opt-outs sent via email
+ Opt-out information included in a 24-hour summary email, with other response metrics about an individual mailing
+ Weekly digest of customer opt-outs sent via email
+ Other?

Thanks for your patience!

Best,
David
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Dennis Manugal

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+ Weekly digest of customer opt-outs sent via email (with link to view those who opt-out)
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David Wright, VP of Product Management

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Thanks for the feedback!
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Becky-Jo

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I think a daily or weekly digest would be sufficient. Would this include the mailing that each person opted out from?
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David Wright, VP of Product Management

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Ok, great. Thanks for the feedback. I'll run the idea of a daily/weekly digest that includes corresponding mailing information by the team. More to come.
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Becky-Jo

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Thanks!
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Laurie T.

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I don't know if this is still under consideration, but I'd like to add my vote for a weekly digest of opt outs. In the meantime I can run an export and use the "last modified" date as the date they opted out. 
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Emily Hollingsworth, Alum

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Hey Laurie -- Thanks for adding your vote here. This is definitely still Under consideration. We'll be focusing first on making sure the notifications work consistently so that we can start adding fun features like this. :)
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K

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Is there any updates to this?  We'd really like to be able to have an automated weekly or daily digest of all unsubscribes for tracking purposes.

We are a university and we have several different departments sending emails from the same account and it would be incredibly helpful to have an automated email that tells us who unsubscribed and from what email, rather than seeing a combined list of all of them that doesn't tell you what department email caused them to unsubscribe.

Thank you!
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Grey Stepp, Support Team Manager

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I don't have any updates yet on this, though we are building out some more robust reporting capabilities.  I'll make sure to post here if I have any updates.  

For now segments may be the best way to go.  You can choose the groups that the departments may be sending to and look for response data for who received an email in a certain time-period in a specific group.  Then in that segment, you will see the opt-outs for that date-range in that group.  (as they must have received the mailing to have opted out)

Depending on how your audience is set up, there are a few different ways this could look.  

-G