Customers opt-in/out

@Davidr there is no option available at this time to allow users to ‘Opt-In’, it’s been requested via an Idea here.Go Upvote and advocate with your CSM please!

Gainsight handles Opt-Out similar to other email tools and you can see some more details here

https://support.gainsight.com/SFDC_Edition/Journey_Orchestrator_and_Email_Templates/Email_Options_and_Guidelines/Email_Opt-out_Policy

Hi @Davidr 

Customer Success would generally based off either legitimate interest or contractual (speak to your legal team to see what they think) and you wouldn’t generally need an opt-in to customer success communications, but of course, they need to be not “marketingy” or “fluffy” which requires some degree of governance.

Opt-in is useful if you’re doing targeted comms based on roles, and you have users that wouldn’t normally receive them who would like to be included.

Hope this other take can help you get some discussions started.

Thanks

Alizée

@Davidr -- our team implemented a “CSM Email Opt-Out” field that displays on the People tab in C360. That way if a user asks to be removed from those emails, they can be opted out directly from there, but it’s not something we have in a preference center.