How to create a workflow to update your contacts preferences when they opt-out of a send account

When contacts opt-out of a send account they are unsubscribing of a specific content they no longer wish to receive. This is logged into your CRM as an ‘Account Opt-out’ in the interaction level (which can be found in the Analytics area or within a Sent Email Campaign).

Different to Client and Group opt-out, the account opt-out doesn’t automatically update your contacts’ preference. In this knowledge base article, we will explain how you can create a workflow to update contacts’ field(s) when they opt-out at account level.

To create processes/workflows we recommended that you have system administrator rights so your workflow can update Contacts owned by other users.

The process creation is located under Settings (for Versions 9 and above you will first need to click into Advanced settings in the top right corner of the screen).

Click on new to start creating a new process. A pop up will open and you should set the field values as below:

Category: Workflow

Entity: Email Campaign

Run workflow in background: Ticked

Type: New blank process

Once you click on ‘Ok’ a new pop up will load and you should change the scope to organization, tick the field ‘Record fields change’ and click on the ‘Select’ button. A pop up will open and you should tick the opt-out field and click on ‘Ok’.

You will then click on ‘Add Step’ and on ‘Check Condition’. A row will be added into the grey box. Click on ‘click to configure’ as a new pop up load you should configure in the image below.

In the Send Account row you should specify the Send Account you are creating this rule for. If your CRM is configured with one Send Account per preference you should only select one Send Account here. In case you have multiple Send Accounts per preference you should select all Send Accounts that will update the preference there are related to.

Save and close, click on the row below the condition you have just created, click on ‘Add Step’ and select ‘Update Record’.

A row will be added into the grey box. Click on the Update dropdown and select the ‘Contact’ option and then click on ‘Set Properties’. You should set the value you expect the preference field to be updated to.  

A new condition step should be added to your workflow for each preference you need to be updated. You should go through the steps described above from the condition step creation until the contact update.

Click on ‘Save and Close’ and then save the process and click on ‘Activate’. Your process is ready.

Please note:

-          We recommend you create and test workflows in a test environment to prevent it from corrupting data in your live CRM.

-          For additional knowledge on how to create workflows check Microsoft's website.

-          If you do not have the knowledge required to create workflows we recommend you to contact your Microsoft partner.