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Sending email failed with errors Categories configured to the opt out page

  • 20 March 2024
  • 5 replies
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My company recently migrated to a new instance. I recreated a program using an email template from the previous instance. Participants failed due to the error message below. When reviewing Opt-Out settings, they are the same as the previous instance. Is there something else required in the Email Template or other JO Program settings? 

“Sending email failed with errors Categories configured to the opt out page are invalid at step Survey Email”
 

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Best answer by dan_wiegert 21 March 2024, 18:14

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Userlevel 4
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Hey Marc,

My name is Dan and I’m the JO admin for Gainsight. What opt-out category and page were assigned to your survey template? My first guess is that the template wasn’t classified under “survey” It would probably help if I could take a look at the survey and template in question - I can still log into customer instances that have extended Support Access, or I’m willing to sync with you to dig into this. 

Dan

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Hi Dan. Thank you so much for responding. I received this error because the  "Unsubscribe" link and "Manage Preferences" links weren’t set up in the email footer. It was probably due to picking the incorrect template like you said. I corrected this issue using the link menu option. It would have been nice to get an error message when saving if this is a mandatory requirement. Appreciate your help.

 

Userlevel 4
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Yeah, what you experienced is the reason that I opted to go with a VERY detailed set of Opt-Out Categories. I analyzed the most common recurring program types that I send and created Parent/Child Options for all of those categories. Surveys, Newsletters, Events/Webinars, Usage/Enablement/Education all have their own opt out pages in addition to the “Default” page that has all opt-out categories. Granularity in Category setup has another benefit -- You can report off of template category/opt-out pages and use that in email reporting. 

A peek at my Setup in GonG (gainsight’s own product instance)

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Thank you!

Userlevel 4
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You’re quite welcome!

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