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Unsubscribes
The first time a message is sent through Marketing Cloud Connect to a contact, lead, or person account from Sales or Service Cloud, the recipient is added to the All Subscribers list in Marketing Cloud Engagement. For example, when an Engagement email is sent from Sales Cloud to a report containing contacts, those contacts are added to the All Subscribers list. The Engagement status for that subscriber is set to Active in the All Subscribers list.
The status of a subscriber changes from Active to Unsubscribed in Engagement, and the Email Opt Out field is enabled in Sales or Service Cloud when any of the following occurs:
- A subscriber clicks the Unsubscribe link in an email or the profile center.
- You click Marketing Cloud Unsubscribe on a contact, lead, or person account record in Sales or Service Cloud.
Enabling the Email Opt Out field only in Sales or Service Cloud doesn’t synchronize the subscriber status in Engagement. Always click Marketing Cloud Unsubscribe on the record.
Marketing Cloud Connect doesn’t support list unsubscribe. Use master unsubscribe to unsubscribe a recipient.
An unsubscribed status prevents all sends to the recipient unless you configure the system to only allow transactional sends, for example, a receipt of purchase. View the status of the subscriber from the All Subscribers list in Engagement.
Marketing Cloud Connect supports the Active or Unsubscribed status only for a subscriber.
Other Unsubscribes
- A subscriber can be unsubscribed in Engagement by updating the subscriber properties. This unsubscribe doesn’t synchronize the status in the Sales or Service Cloud. However, Engagement prevents Engagement email sends to the subscriber.
- Marketing Cloud Connect doesn’t support business unit-level unsubscribes for Enterprise 2.0 accounts. Subscribers are included in the All Subscribers list at the enterprise level and unsubscribed from all business units in the enterprise.
Reactivating a Subscriber
In Sales or Service Cloud, click Marketing Cloud Resubscribe on the contact, lead, or person account record. This action disables the Email Opt Out field and changes the subscriber status to Active in the Marketing Cloud All Subscriber list.
How Can I See Contacts Who Have Unsubscribed?
In Sales Cloud, build a report where the Email Opt Out field = True.
Or, in Engagement, query _Subscribers data view and return status.
