Test Campaign - Optout

Hi matt hodges ,

For the records in your target list, have you checked them to ensure their primary email address is not flagged as opted out?

Chris

Hi Chris,

Thank you so much for your message. They are not flagged as opted out, the thing is, as soon as the email is sent it flags the emails as opt out without the user ever interacting with the link.

Thanks

Hi matt hodges ,

Based on your screenshot, there is also a record of a viewed message which is odd since it shows 2 opted out messages and 2 messages sent. Is that message view performed by a user with a matching email address to either of your test recipients?

What happens if you create a new campaign and send it to the test target list? 

Chris

Hi Chris Raffle ,

Yes, I have access to the two mailboxes. But as soon as the message is sent, the 'Opt out' is also triggered for some reason. I received the email in both mailboxes but I just opened it in one email.

I created different lists with different email addresses, but the result is always the same.

I tried checking processes, workflows and packages that were installed, but I couldn't find anything that could be causing the trigger of the 'opt-out'.

Thanks

Hi Matt, do you have a target list with type suppression List linked to your campaign ? If you do and the 2 email addresses are in there, you need to remove them from there. 

Hi Muriel Flipo ,

Thanks for your message. I only have the test list linked to it.

Thanks

I see, thanks for clarifying. I wasn't aware the emails were successfully sending. Are both of the test emails on the same domain? If so, have you tried testing to see if the same behavior occurs with another email address outside that domain?

I have seen behaviors where, when sending to a corporate domain, there is mail server-level security that validates all links are valid (i.e. anti-phishing) before delivering the email to the recipient. This means that all links in the email are 'clicked' by the security measures which includes the opt out links. For most marketing automation, this isn't an issue because clicking the link still requires a form completion by the user to complete the opt out process, but Sugar's legacy Campaigns module is a single-click opt out.

Chris

Hi Chris Raffle 

Thanks so much for your message. Now that you mentioned, I'm not sure if this customer has a relay in between. I'll confirm, thanks again.

Hey Matt!

I think Chris is right on the money with his last comment. Security implementations from companies like Symantec/Barracuda scans emails before it reaches the recipient, and part of that security process involves clicking on the links in the email. This does include the Opt-Out link which results in the recipients being Opted-Out without any direct input. Here is our Issue information for this scenario:

Issue #80012
Subject: Live link scan in emails causes records to opt-out from email campaigns automatically.
Link: https://portal.sugarondemand.com/#supp_Bugs/80012

Please feel free to create a case with Sugar Support so we can get your case linked to that Issue to increase visibility.

-casey

Technical Support Engineer
SugarCRM Support

Hi Casey Mclaughlin ,
Thank you very much for your message and details provided.