Contacts DND transactional message issue
R
Rishabh Joshi
We received feedback from our client regarding how email unsubscribes are handled in HighLevel. Currently, when a contact unsubscribes, the system automatically applies DND for email across the board.
The client’s concern:
They still need to be able to send transactional emails (like receipts, reminders, or critical updates) even if someone has unsubscribed from bulk/marketing emails.
Request:
Add support for distinguishing between marketing unsubscribes vs. transactional emails, so agencies can stay compliant while still sending essential communications.
This seems like a strong use case for many agencies — could we explore adding this capability?
Log In
C
Chase Buckner
Merged in a post:
Add Option to Bypass DND for Transactional Emails (or Additional DND Email Flag)
C
Chris Webster
If a contact unsubscribes from marketing emails and then makes a purchase, the email containing the invoice will fail to send due to DND being enabled. Often we will then receive emails from the contact complaining about a receipt then not being provided, which also can't be replied to unless DND is then disabled.
We also often find that if the contact has unsubscribed themselves, they will also find themselves on Mailgun's suppression list, and attempting to disable the DND contact flag will not send the appropriate call to Mailgun to remove them from the suppression list.
I would also like to honour the contacts desire to not receiving marketing emails, and momentarily disabling the flag to send the receipts through would still not enable conversational/transactional emails between the user and the contact.
While Mailgun does offer the ability to bypass the suppression list by appending the header
"X-Mailgun-Suppressions-Bypass: true" which would allow for an option to force send requested emails such as receipts/invoices and would also be compatible with the LC Email System, although splitting the DND flag for Marketing & Transactional emails would also solve the issue.
T
Team Unternehmerin.plus
important... here is an article that already covers the topic: https://ideas.gohighlevel.com/contacts/p/email-segmentation-transactional-vs-promotion-marketing