Problem

HighLevel currently treats Email DND as a global suppression state. If a contact unsubscribes from marketing email, Email DND also prevents transactional and operational workflow emails from being delivered.

HighLevel Support confirmed this behavior under Ticket GHL-6446254 and confirmed there is currently no supported method to exempt transactional/operational workflow emails from Email DND.

This makes it difficult to maintain separate consent states for marketing communications and transactional/operational communications.

Example

A customer submits an application or service request and separately opts out of marketing.

The business should stop sending newsletters, promotions, nurture campaigns and other marketing email.

However, the customer may still need to receive:

Application/form submission confirmations

Document requests

Application or account status updates

Appointment confirmations/reminders

Transaction receipts

Service-related notices

Customer-requested communications

Other non-promotional operational communications

Under the current architecture, marketing unsubscribe can prevent these operational messages as well.

Requested Enhancement

Please add separate email consent/suppression states for:

Workflow email actions should be configurable as Marketing or Transactional/Operational.

If a contact unsubscribes from marketing, HighLevel should suppress marketing email while continuing to permit legitimate transactional/operational communications.

Ideally, HighLevel should also maintain auditable consent information including consent/withdrawal status, date/time, source and communication classification.

Transactional/operational email should also support appropriate footer behavior rather than automatically using the same marketing-unsubscribe mechanism.

Business Impact

Businesses need to respect marketing opt-outs without inadvertently terminating communications necessary to service an application, appointment, transaction, account or other existing customer relationship.

The current global Email DND architecture can force businesses to move operational communications outside HighLevel in order to maintain separate marketing and operational communication controls.

Purpose-based DND would improve compliance architecture, customer experience and workflow reliability across financial services, healthcare, professional services, SaaS, home services, appointment-based businesses, e-commerce and other industries.

Reference: HighLevel Support Ticket GHL-6446254