Deliver email to mailable people only when sending by time zones
Hello. When we use an Email Program with time-zone feature enabled, the smart list is calculated at the time of program launch / approval and the emails are sent to everyone at once. Then they are delivered by time zones even to those who has unsubscribed or has been marked as marketing suspended after the email was sent but before it was delivered (this period can be up to 24h long).
The support team has advised that this behaviour is expected and as a fix we should adjust the messaging to “unsubscribe will be applied within 24 h”.
I’d like to request a feature to prevent all non-mailable people from delivering a time-zone sent email, including unsubscribed, marketing suspended, email invalid or block listed.
Reasoning:
- although legally we can protect ourselves with the 24h notice, this still creates a bad customer experience as often these emails are delivered just hours after the unsubscribe request. It can create a feeling of frustration and lead to reporting the sender as spam.
- among the suspended reasons, there are customer accounts who are going through deployment and either their customer success team or the account admin requested to pause all emails to avoid confusion among users. Delivering the email to them after the request has been processed also creates an unpleasant experience for the customer.
- lastly, when setting up monitoring campaigns to review that new exclusion approach works well, we had to review a lot of cases of emails being delivered due to the time-zone functionality as we couldn’t find an easy way to exclude such emails from the report.
To sum up, current state: (1) Email is sent to the calculated smart list; (2) A person on the list unsubscribes; (3) The unsubscribed person receives the email.
Desired state: (1) Email is sent to the calculated smart list; (2) A person on the list unsubscribes; (3) The unsubscribed person is either marked as bounced, or pending, or some other way to mark a non-delivered email.