Email Segmentation Transactional vs Promotion/Marketing
under review
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Justin Gazabat
There is a major difference between Transactional emails vs marketing emails. This said, we need segmentation.
For example, What if a client needs to get Password resets or access to membership, but doesnt want promotional emails of new products or services sent to their email.
It would be amazing if we could have people opt out of "promotions" like monthly newsletters vis a vie "choose how you'd like to hear from us" where they wouldn't be completely blocked from receiving important transactional email.
We very much need the option to maintain Business relationships with our customers by giving them subscription options. Delivering a message such as noted below is critical.
"You may still get important communications specific to your account transactions, or inquiries even if you opt out of marketing communications.
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Marvin Elam
We are encountering this exact issue while implementing compliant application and customer communication workflows in HighLevel.
Our requirement is to allow a contact to unsubscribe from marketing email while continuing to receive legitimate transactional/operational communications related to an application, account, document request, status update, or other existing business relationship.
During testing, a marketing unsubscribe resulted in Email DND being applied at the contact level, which then prevented subsequent operational workflow email from being delivered.
HighLevel Support has confirmed under ticket GHL-6446254 that Email DND currently acts as a platform-wide email suppression and that there is no native per-workflow exemption allowing transactional/operational email to bypass a marketing unsubscribe.
Ideally, HighLevel should support separate communication purposes, such as:
Marketing Email: subject to marketing consent/unsubscribe/DND.
Transactional/Operational Email: available for legitimate non-promotional communications arising from an application, transaction, appointment, account, service relationship, or customer request.
The consent and withdrawal status for each communication purpose should also be auditable independently.
This separation would allow businesses to honor marketing opt-outs without inadvertently terminating communications necessary to service an existing customer or applicant relationship.
We would strongly support this enhancement.
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Eden Brownlee
What is happening with this Sales & Marketing GHL Admin - this is a MAJOR issue with GHL? How is it 'under review' for years? Currently - any existing cleint can unsubscribe from ALL Communications and no longer get booking confirmations/password resets, invoices, or other VITAL information from the system and its automations.
This is a completely SYSTEM BREAKING issue making ghl not appropriate as a crm at all? We need to simply be able to FLICK A SWITCH to say if an email is TRANSACTIONAL or not, and users cannot unsbuscribe from transactional emails. Simple. This is not a huge complex requirement at a basic level this at least would do.
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Justin Gazabat
Eden Brownlee they must think there is a workaround we haven't figured out... I personally have created my own "marketing" email tags and segmentations, so that if someone opts out of a marketing email, it's a workflow segment that they get removed from, and not a total removal from the ability to be emailed.
Even still, the system always tells me I didn't include an unsub link, when I did, it's just not a 'global' unsub link...
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Monika Briner
I agree, it is important to maintain business relationships.
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Ralf Hepp
Yes, I agree with that. I also think it's very important
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Mario Höhn
Is there also an update or will we be informed?
It is absolutely essential that the GDPR is well implemented on the European market.
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Marco Vantroba (Admin)
comon highlevel. just give us some reaction! Please!
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Andreas Voigt
Is there any update on this topic? This is absolutely necessary to be able to use GHL GDPR compliant on the european market.
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Björn Heede
Very Important!!! That is one of the biggest items I have with GHL. It was even almost a reason not to buy GHL.. Together with this project it would be amazing: https://ideas.gohighlevel.com/priority-support/p/unsubscribe-preferences
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Steph Middleton-Foster - Configure Me This
this is such an important feature, not being able to send transactional emails, or manual emails if somebody has opted out of email marketing is a real problem and limits our ability to deliver customer service through GHL. Huspot have a good system, so do Ontraport. GHL needs the same feature.
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AlexBBO Frees
Hubspot has this figured out! We need a similar feature to this.. A transactional email is important regardless of optout status and doesn't fall under CANSPAM
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