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chris_mudd
Gainsight Employee ⭐️
chris_mudd
Gainsight Employee ⭐️
Apr 27, 2017 12:31 PM UTC

Being able to use email assist even if customer has opted out of email

It would nice to be able to still use Email assist even if a customer has opted out of emails.  This is technically coming directly from the CSM not the ORG email and should still be a possibility.  

Use case Customer has opted out of operation emails.  A CTA fires for this user with with an email assist task.  Since they have opted out the CSM is not able to email them even though the email looks like it would be coming from the CSM directly.

      6 replies

      dan_ahrens
      dan_ahrens
      Expert ⭐️⭐️⭐️
      Apr 27, 2017 2:03 PM UTC
      Correct me if I'm wrong, but I understood it that operational emails did not observe opt out settings. 

      If so, it sounds like the request would be to classify email assist emails as operational, right?
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      VP of Customer Success at Forcepoint
      sai_ram
      sai_ram
      Expert ⭐️⭐️
      Apr 28, 2017 11:36 AM UTC
      Hi Chris,

      Yes, we can still be able to use Email assist even if a customer has opted out of emails. 

      Thanks,
      -Sairam
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      denim
      denim
      Helper ⭐️
      Apr 28, 2017 11:38 AM UTC
      Hello, 

      For us, we are not able to use CTA>email assist if a customer has "email Opt out" checked in SFDC. The users name is unsearchable at this point. We are able to copy/paste the users email as a workaround. 
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        chris_mudd
        Gainsight Employee ⭐️
        chris_muddAuthor
        Gainsight Employee ⭐️
        May 1, 2017 7:15 PM UTC
        Hi Sai,

        You are not able to search a user if they have 'email opt out' checked in SFDC.  When you search it does not return any information.

        Thanks,

        Chris 
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        nitisha_rathi
        nitisha_rathi
        Expert ⭐️⭐️
        Sep 6, 2017 11:35 AM UTC
        Hi,

        We have fixed this in summer release. Now you will be able to see all contacts in email assist (including opted out users).

        Thanks,
        Nitisha
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          techtouchtam
          techtouchtam
          Contributor ⭐️⭐️⭐️
          Nov 14, 2019 8:27 PM UTC

          to get some clarity on this issue. If the email template is set to Non-Operational will email assist automatically override the unsubscribed email and send?

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