In order to avoid human error, please add pre-built filters to any outreach capability to exclude any SFCC contacts who have opt-ed out of email. For folks who do not wish to respect this flag, the filter could be unchecked. Otherwise, the filter should be set to exlude these contacts automatically.
Outreach (Survey, Journey Orchestrator, etc): add pre-built filters to respect SFDC Email-Opt Out
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Hello Everyone!
Happy to announce that your request has been considered and included as part of the v6.14 release. Gainsight now provides users with more granular control to opt-out specific Contacts/Persons from email communications from the 360 > Person section. To enable users to opt-out specific Contacts/Persons from email communications, an Email Opt-Out field must be added to the Gainsight Person object in the LIST VIEW and DETAIL VIEW tabs of the 360 LAYOUTS page. After the Email Opt-Out field is added to the Gainsight Person object, users can set the value to true for a particular user of a company in the C360/R360 page.
This feature is implemented in both SFDC & NXT versions.
Thanks for posting!
Hello Everyone,
Just a follow-up question on this enhancement. I can see this has been implemented and I am able to look at specific Person in a company and manually set email opt-out for them. Like most, we send communication emails and survey emails. Some customers would like to opt-out of surveys but keep marketing communication emails (or vice versa). As a CSM If I manually select Email Opt-Out = True for a Person it appears that they will be removed from all email communications.
Is it possible to configure Gainsight so a CSM can manually specify a Person to Email Opt-Out for only marketing email or only survey emails instead of all emails?
Thanks!