1 Reply Latest reply on Oct 22, 2019 2:38 AM by Jorge Paulo

    ACM / CRM Sync: DoubleOptIn and how to prevent the email to be spam

    philipp.leuenberger@qualysoft.com

      Hi

      we would like to get some insights on the following topics, which are still unclear for us after reading the ACM documentation.

       

      Double opt-ins ACM -> ACRM

      From ACM -> CRM we understand the process as follows: Webformular (created with double opt in option) is filled -> email sent to confirm opt in -> receiver confirms -> KP/Firma created in CRM.

      1. Do we understand this process correctly?
      2. How does the matchup work?
      3. Is the KP from the web formular always created in CRM?
      4. Does a CRM user have the option to select the match?

      Double opt-ins ACRM -> ACM

      1. How can we work with double opt-ins in the direction from CRM to ACM? The customer would also like to set an opt-in status on the KP level in the CRM and then communicate this to ACM.
      2. What is the opt-in status for KPs in a certain target group? For example we have a newly created KP contained in a query for a target group and this KP has never been transferred to ACM before. We are now at the stage to transfer this KP to ACM. What kind of opt-in status does this KP receive in ACM?

      We are under the impression that any NEW KP contained in target group that has never been transferred to ACM before will automatically be set as “double opted in”, in other words he will always receive the specific mailing.  We would like to control this so this is not the case and only those that truly are double opted in will receive the mailing.

       

      Possible solution?

      • Opt in status field on KP with options: opt in, double opt-in, opt out
      • All those that have come from Webformular (will have the field Double opt-in set)
      • All those created in CRM must have the field set by the CRM user prior to creating mailing.
      • Target group query will contain “double opt in” status as condition, only those with double opt in will be contained in target group.
      • All those with single opt-in will be contained in another target group, and receive a mailing to confirm double opt in. Once this mailing is sent out and user confirms we would then need to communicate to CRM that the user is now double opt-ed in.

       

       

      How to prevent the email to be spam

      What needs to be done, that the sended emails from ACM will be listed as spam mails?
      From other solutions I know that it is necessary to place a DKIM somewhere at the customer Domain...

       

      Thanks for any info.

      Philipp

        • Re: ACM / CRM Sync: DoubleOptIn and how to prevent the email to be spam
          Jorge Paulo

          Hello Philipp,

           

          In general, I feel that the Double Opt-in is not the most suitable feature for the described scenarios.

           

          There is a combination of features that look more suitable for the described scenarios

          • Follow-up Activities in ACRM based on answers to invitations messages with participation links (Yes, No...)
          • The ACM Profile Enhancer feature to edit fields(ACRM)/demographics(ACM) already present in Mailing Lists
          • ACM Segments, within Mailing Lists, based on a dedicated field/demographic to symbolize willingness to participate/opt-in

           

          Please find below my attempt to answer your questions.

           

          Double opt-ins ACM -> ACRM

          From ACM -> CRM we understand the process as follows: Webformular (created with double opt in option) is filled -> email sent to confirm opt in -> receiver confirms -> KP/Firma created in CRM.

           

          Q:Do we understand this process correctly?

          A: Yes

           

          Q: How does the matchup work?

          A: The matchup follows these heuristics:

          1. Add the recipient to the Company contact if a Company contains the recipient as a contact email address.

          2. If Company doesn't exist, then CRM.Web checks if a Company with the domain exists.

          3. If Company with the domain exists, it checks if there is a PersonInCompany with a contact email of the recipient.

          4. If PersonInCompany doesn't exist, the recipient is added to it.

          5. If the Company with email or domain doesn't exist, CRM.Web checks if there is Person (PE) with contact email address of the recipient.

          6. If Person doesn't exist, the recipient is added to the Person info area.

          For more information, please check the description of Lyris.DoubleOptinMapping in the Web Administrator Guide section about Lyis Web Parameters.

           

          Q: Is the KP from the web formular always created in CRM?

          A: No.

          A Contact Person (KP) is only created if a Company(FI) with email on the same domain is found. For eg. “*@qualysoft.com”.

          Otherwise, a PE is created.

           

          Q: Does a CRM user have the option to select the match?

          A: No, the logic is not configurable. Although, complex business logic can be developed using triggers or workflows, for eg. after the insertion of a PE.

           

          Double opt-ins ACRM -> ACM

          Q: How can we work with double opt-ins in the direction from CRM to ACM? The customer would also like to set an opt-in status on the KP level in the CRM and then communicate this to ACM.

          A: The design of the Double Opt-in feature does not include the possibility of modifying the opt-in status from ACRM side.

          An alternative could be to use a Lyris segment, based on a demographic mapped to an ACRM field, to symbolize that the list member opted for something or not.

           

          Q: What is the opt-in status for KPs in a certain target group? For example we have a newly created KP contained in a query for a target group and this KP has never been transferred to ACM before. We are now at the stage to transfer this KP to ACM. What kind of opt-in status does this KP receive in ACM?

          A: The scenario described is not a typical one for the use of the Double Opt-in feature.

          Perhaps Double Opt-in is not the best option.

          Double Opt-in is typically used to confirm the ownership and correctness of a particular email address, after a new user submits a form.

          In the scenario described, there is already a list of KP with email addresses assigned, these addresses are presumed to be valid.

          When a CRM target group is transferred to a Lyris mailing list all members will be opted-in to the corresponding list.

           

          Q: We are under the impression that any NEW KP contained in target group that has never been transferred to ACM before will automatically be set as “double opted in”, in other words he will always receive the specific mailing.  We would like to control this so this is not the case and only those that truly are double opted in will receive the mailing.

          A: I believe the double opt-in is not the best option for this scenario.

          A common approach is to send an invitation email message with different links symbolizing the answer of the target user (yes, no, no response).

          The clicks on the links are propagated from ACM to ACRM where they can be used to automatically feed the Target Groups of follow-up Marketing Activities.

          The follow-up Target Groups of the follow-up Marketing Activities can then be transferred to ACM for mailing targeting only the users who accepted to participate.

          An alternative, similar to what you describe as a possible solution, is to use the Profile Enhancer feature of ACM.

          The Profile Enhancer is also implemented using web forms but, in contrast with Double Opt-in, it is used to edit contacts already present (opted-in) in a mailing list.

          The Double Opt-in feature is most suitable to collect new contacts, for example, as a result of an advertising campaign.

          The Profile Enhancer could be used to edit a particular field in ACM mapped to ACRM fields, making it suitable for the described possible solution.

          For more information about the Profile Enhancer feature of ACM please consult

           

          Q: How to prevent the email to be spam

          A: You are correct, in ACM DKIM is used as well.

          Please find the instructions in the Knowledge Base article ACM | Configuring DomainKeys Identified Mail (DKIM).

           

          I hope this helps.

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