Updating Consents and Subscriptions when an Email is shared across multiple accounts. | Adobe Higher Education
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DanSpigs1
Level 2
January 30, 2025
해결됨

Updating Consents and Subscriptions when an Email is shared across multiple accounts.

  • January 30, 2025
  • 1 답변
  • 798 조회

I have a use case where the Primary Identity Namespace is a unique ID representing a customer's account. However a customer can have multiple accounts, all with the same email address associated to them, and as a result there are multiple profiles with the same email account. When a customer opts out of a subscription, or unsubscribes entirely, how can I update that new status for all profiles with that email address? If I identify the email field as an identity would that carry the updates across while still maintaining the unique profiles for each customer's unique account ID?

최고의 답변: somen-sarkar

Hi @danspigs1 ,

Using email addresses as an identity can lead to "profile collapse," where different profiles with the same email address are merged. This can negatively impact the unified profile perspective. For more insights on this topic, please refer to the following articles:-

https://www.pedromonjo.com/2024/07/email-address-identity-aep.html

https://www.pedromonjo.com/2022/10/profile-collapse.html

 

Opt-out or unsubscribe actions should ideally be managed at the profile level. If a customer unsubscribes from one account, it does not necessarily mean they want to unsubscribe from all other accounts associated with the same email address. This distinction is crucial to maintain accurate and meaningful customer interactions. Given the complexity of this use case, I suggest having a deeper discussion to thoroughly understand the requirements and implications. This will help ensure that implementation is  most effective and customer-friendly solution.

 

Thanks,

Somen

1 답변

somen-sarkar
Community Advisor
somen-sarkarCommunity Advisor답변
Community Advisor
January 31, 2025

Hi @danspigs1 ,

Using email addresses as an identity can lead to "profile collapse," where different profiles with the same email address are merged. This can negatively impact the unified profile perspective. For more insights on this topic, please refer to the following articles:-

https://www.pedromonjo.com/2024/07/email-address-identity-aep.html

https://www.pedromonjo.com/2022/10/profile-collapse.html

 

Opt-out or unsubscribe actions should ideally be managed at the profile level. If a customer unsubscribes from one account, it does not necessarily mean they want to unsubscribe from all other accounts associated with the same email address. This distinction is crucial to maintain accurate and meaningful customer interactions. Given the complexity of this use case, I suggest having a deeper discussion to thoroughly understand the requirements and implications. This will help ensure that implementation is  most effective and customer-friendly solution.

 

Thanks,

Somen

    D
    DanSpigs1작성자
    Level 2
    January 31, 2025

    Thank you for your response, this is exactly what my testing is bearing out.  With regards to your comment if a customer unsubscribes their email on one account and it is not recognized across all accounts would that not potentially lead to legal issues for the various international privacy laws?  Regardless that is the behavior I have been asked to solve for.  Reading through your notes we do have a separate identifier which is set as the primary identity, is there a way to avoid profile collapse but still update preferences across a shared email address? 

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