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How would Eloqua Engage handle Email Group Unsubscribe?
Hi Everyone,
We had created emails in Eloqua and made them available in Engage so that Sales can utilize them whenever required. These emails are saved under an exclusive email group created to hold only Sales emails and the default footer contains unsubscribe link that will provide an option to opt out only from this particular Email group (and this as per the requirement given)
However, it is noticed that Engage still emails to those customers who are opted out from the mentioned Email group, but globally subscribed. How can we handle Email Group level Unsubscribe in Engage?
Thanks!
Answers
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I don't have an answer for this, but I do have the same question. We'd like to set up sales to use emails from multiple email groups, but not having Engage honor email group unsubscribes is a huge problem. Can anyone advise?
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Engage does honor group unsubscribes. If the sales user attempts to send to a contact who has unsubscribed from the email group associated to the email template, they will receive an error. So, what is important here is the email group that the template belongs to. Engage also honors global unsubscribes.
Help center on errors that Engage users see: https://docs.oracle.com/en/cloud/saas/marketing/eloqua-user/Help/Engage/Tasks/TroubleshootingEngage.htm
Engage Blank emails however are not associated to an email group and will only honor global unsubscribes. If you want to prevent your sales user from emailing anyone in your database regardless of their email group subscription, you should turn off the blank email setting in the Engage app. You could create your own version of a blank template that then would be associated to your desired email group. Here is a tip on how to do that.
Help center on configuration: https://docs.oracle.com/en/cloud/saas/marketing/eloqua-user/Help/Engage/Tasks/ReconfiguringEngageSettings.htm
Hope that all makes sense! Feel free to ask more questions here.
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@Alexa Kalapaca-Oracle thank you for your response! Would this behavior be different when working in a test environment? I have assigned an email to a specific email group and made it available for sending via Engage, unsubscribed myself from that email group, and I am still receiving the email through Engage with no error.
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@AnnCloutier By test environment, do you mean sandbox? If you have a sandbox setup for it, it should be respecting subscriptions. You should get the group subscription error after you click Send:
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To resolve this I was asked to configure a setting (through the Advanced Support team) for that instance so that "QuickSend" emails will also respect the Email Group subscription preferences. It then resolved the issue!
Please do let me know if there is any change to this.
Thank you!
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Ah ok, yes Quick Send could operate differently. Let me know if you have any other questions that come up. Good luck!
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@Ramya Ponnusamy @Alexa Kalapaca-Oracle thank you so much for the info! I will see if we can get an SR submitted and reference the "Quick Send" feature. Appreciate the help!
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@Ramya Ponnusamy or @Alexa Kalapaca-Oracle, could you provide a link to Quick Send? I would like to learn more about it.
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@User_NVFDK With the Email open in Eloqua, choose Actions --> Email a Contact. It allows you to send the email to a single contact outside of a Simple or Multi-Step campaign.
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Thank you for the explanation, @Alexa Kalapaca-Oracle. I thought Quick Send was an Eloqua Engage feature.
