Pardot Knowledge Base

Manually Opting In Unsubscribed Prospects

Last Updated: Jan 27, 2016 | Print this Article
 
If a prospect has accidentally opted-out or opted-out but asks to be opted back in, follow the steps below to re-add them to email correspondence, including list emails, drip programs or autoresponder emails.
Opting-in an unsubscribed prospect who has not explicitly requested to be opted back in violates Pardot's permission based marketing policy.

Note: Only admins can opt in unsubscribed prospects.

If the unsubscribed prospect has synced with Salesforce or Microsoft Dynamics CRM

  1. Go to the prospect's record in the CRM and undo their opted out/unsubscribed setting in the CRM. Save this change.
  2. As quickly as possible, go to this prospect's Pardot record and expand the Additional Fields section, find the Prospect Opted Out field and click on the Opt In link. Click here for video help.
  3. Click Synchronize with CRM (under prospect's name at the top of the page) and confirm that the prospect remains opted-in. If the prospect returns to an opted-out status, you may want to temporarily unverify your CRM connector while you update the records, then reverify to complete the opt-in sync.

If the unsubscribed prospect is not assigned and/or there is not a Salesforce or Microsoft Dynamics CRM connector enabled

  1. Go to that prospect's record.
  2. Expand the Additional Fields section.
  3. The Prospect Opted Out field should have a green check icon and an Opt In link. Click the Opt In link. Click here for video help.
Note: If you go into Edit prospect, expand Additional Fields, and try to uncheck the Do Not Email box, it will NOT re-subscribe them. You must click the "Opt In" link on main prospect page.

If the prospect has been manually opted-out or is marked as "Do Not Email" but not "Prospect Opted Out" (What is the difference?)

For Salesforce:
Note: If the prospect has hard bounced, see Pardot Hard Bounced for full instructions. 
  1. Go to that prospect's record.
  2. Click on Edit prospect below the prospect's name at the top of the page.
  3. Expand the Additional Fields section.
  4. Unmark Do Not Email (at the bottom of this section).
  5. Click Save prospect
Note: Do Not Email is not mapped to Salesforce by default. 

For Microsoft Dynamics:
  1. Go to that prospect's record.
  2. Click on Edit prospect below the prospect's name at the top of the page.
  3. Expand the Additional Fields section.
  4. Unmark Do Not Email (at the bottom of this section).
  5. Click Save prospect.
Note: If prospect is synced with the CRM, also include Step #1 and Step #3 from the "If the unsubscribed prospect has synced with the CRM" section.

Pardot Hard Bounced (Salesforce Only)

Even if the Do Not Email and Opted Out fields are cleared, the bounce history will be retained on the prospect record and the Pardot Hard Bounced, Email Bounced Reason and Email Bounced Date fields will not be cleared. If the hard bounce was the result of an incorrectly entered email address, changing it to a valid email address will clear the Pardot Hard Bounced field.

After you've updated the prospect's email address, you need to follow these steps to clear the Do Not Email field in Pardot:

  1. Go to that prospect's record.
  2. Click on Edit prospect below the prospect's name at the top of the page.
  3. Expand the Additional Fields section.
  4. Unmark Do Not Email (at the bottom of this section).
  5. Click Save prospect.

Why do I need to update the prospect's email status in both Pardot and my CRM?

Opt-out/do not email is the only field that syncs bi-directionally between Pardot and Microsoft Dynamics CRM (essentially, both act as the "master" system). If a prospect is opted-out or marked as "do not email" in Pardot, it will update this to the CRM. If they are marked as "do not email" in the CRM, it will push this back to Pardot. This is to make sure that prospects' email preferences are honored.

Note: SugarCRM and NetSuite are an exception to this; "do not email" is not a native field in SugarCRM and NetSuite so Pardot is the master for this field and changes to the "do no email" field must be made in Pardot. Pardot's Do not Email field is not mapped to a Salesforce field by default, but can be mapped to a custom field.