MSI operational email flag not being respected | Community
Skip to main content
Sean_Richards
Sean_Richards
Level 4
June 2, 2017
Question

MSI operational email flag not being respected

  • June 2, 2017
  • 2 replies
  • 1414 views
  • I have an email exposed to MSI which is set to Operational Email
  • I navigate to a Lead which is marked as "Email Opt Out"/Unsubscribed
  • Select "Send Marketo Email"
  • Select the operational email template and click send

Expected behaviour:

  • Even though the Lead is opted out, the email template is set to operational, so should be sent

Actual Behaviour

  • Email is not sent
  • Unsubscribe is respected by Marketo

Can anyone confirm if this is this is meant to behave like this or if this is a bug?

This post is no longer active and is closed to new replies. Need help? Start a new post to ask your question.

2 replies

K
karanhari-1
Level 7
June 2, 2017

Hi Sean,

Ideally If an email is marked as "operational" then it ignores the Unsubscribed and Marketing Suspended statuses. They send the email no matter what!

The only exception is Operational emails are not designed to work with engagement programs. Thus, an engagement program will ignore an email's operational status. But apart from that in case the operational email status is being ignored by Marketo then there might be a possible issue and a support ticket would need to be raised to resolve this!

Also you can go to the activity log of the lead and see the details of Skipped sending the email to confirm the reason of not sending the email!

    Steven_Vanderb3
    Adobe Employee
    Steven_Vanderb3Adobe Employee
    Adobe Employee
    June 2, 2017

    Check the settings for your Sales Emails in Admin.  You may have them set to Respect Unsubscribe Settings

    Configure Unsubscribe Footers in Marketo Sales Insight - Marketo Docs - Product Docs

      Terms & ConditionsAccessibility statement

      Loading footer...