I have a simple nurture setup that sends an email to a new customer when a certain field is checked in Salesforce with a 5-day delay. The purpose of this email is to alert the customer that their account manager is changing. The problem comes in that if the customer had previously unsubscribed, they would not receive this email.
I have a few questions:
- Would this email qualify as an operational email? It only has a link to our Customer Support page and does not try to sell them anything at all. It is purely a notification to the customer that their account manager is changing. We don't currently have operational emails enabled in Pardot, as those usually go through Salesforce itself, but if this would qualify, we can turn them on.
- If this does not qualify as an operational email, is there a way to notify the Contact Owner if they did not receive the email due to being opted out so they can contact them another way? I tried modifying my program to have a step to check if they were opted out, and if they were, the Contact Owner would receive a notification, but it didn't work. The prospect just skipped to the end. Below is a screenshot of the program with the check for the opt out.
- If the email does qualify as an operational email, would the program below work if we took out the rule check and just had it send the email? @* Marketing Cloud Engagement *
1 answer
1. You should check with your organization's legal counsel to determine if this could be considered a transactional or operational email.
2. I believe you could use an Automation Rule to identify individuals who meet the criteria of entering the engagement and are opted out. Your action could be to alert the assigned user.
3. Yes, it likely would.
