SugarCRM SupportProduct GuidesSugar MarketSugar Market User GuideLists and Segmentation
Sugar Market was formerly known as Salesfusion.

Lists and Segmentation

Overview

Lists are an essential part of the Sugar Market formula. They are used to organize recipients into segments and to include or exclude individuals and groups of people from marketing activities. This page explains the types of lists available, how to import and export lists, and how to manage opt-outs using Sugar Market.

The following list types are available in Sugar Market:

  • Reports as Lists: Dynamic lists via reports that automatically update to meet the report criteria.
  • Distribution Lists: Static lists that have been imported from a spreadsheet or created from a blank list to be populated by automation.
  • Preference Lists: User-defined content interests.
  • Suppression Lists: Defined set of users or groups who should not receive emails.
  • Guarded Watch List: All recipients who have unsubscribed from email communications.

Reports as Lists

You can use Sugar Market reports as dynamic lists to be referenced as include and exclude lists in email campaigns. This list type provides the most flexibility because it does not require monitoring and is easy to maintain. As contacts meet or no longer meet the criteria defined in the report, the list continually updates. Consider a list of leads who live in California - when a lead record is updated in the CRM showing a state other than California, the lead is automatically removed from your geographically-defined list.

Choose one of the following options to create your report as a dynamic list:

  • Standard report: These reports use simple and/or logic and can only be used with account, contact, and lead data.
  • Custom report: These reports provide more complex grouping and analysis of data and can include data from any Sugar Market table.

To show the report in Sugar Market as a list option, the Email field is required and the display name of the email address column must be either "Email" or "Contacts.Email". If both of these columns are included in the report, then Sugar Market will use the email addresses in the field with the display name "Email". This display name is case-sensitive. We also recommend you add the Contacts.ContactID field with the "ContactID" label to avoid unexpected behavior if duplicate email addresses exist.

After you have created your report, the report becomes available in the list options for include and exclude lists in email and nurture campaigns.

Distribution Lists

Distribution lists are static lists that you import from an external file. Distribution lists are useful for adding specific contact data to Sugar Market that you may have collected at an event, but they are less flexible than using reports as lists since they do not update unless you manually make a change.

Importing a Distribution List

When data in your import list match existing records in Sugar Market, the existing records will be updated in Sugar Market on import; however, these updates will not be pushed into your external CRM unless an action such as scoring pushes the records to your CRM. To update records in your CRM, it is best to update the records directly from your CRM and let the updates sync down into Sugar Market. For more information on the CRM sync, refer to the Sugar Market Integration Guide.

Import File Requirements

Import files must be an MS Excel or CSV file format. Your file should include columns for Email, First Name, and Last Name at a minimum, but you can include as many columns as you want, including custom fields. If you have more than twenty columns, we recommend breaking your import down into smaller files. Two additional important considerations:

  • Lead vs Contact: All records are imported into Sugar Market as Leads unless specifically designated as Contacts. The CRMType field indicates whether a record is a lead or a contact. Include this column in your file and designate the Contact value for all records that should be imported as contacts.
  • Record Owner: All records imported into Sugar Market are assigned to the user performing the import as owner. To assign records to specific owners on import, include the OwnerID column in your file. Access the OwnerID in the user record User ID field by navigating to User Menu > Users.

Note: If you are using an MS Excel file, then either clear formatting or save as a CSV file before proceeding with your import.

SM UG Lists uploadfile

To import a list:

  1. Navigate to Create > List > Import.
    SM UG createlist
  2. Click the Select button to locate and choose the MS Excel or CSV file to upload. A validation message displays if the file is attached successfully; this does not indicate that the contacts have been imported yet.
    SM UG Lists import1
  3. Check the options below as desired, and then click the Next button:
    • Contacts have confirmed consent or legitimate interest: Select this checkbox to confirm that you are importing only those contacts who have confirmed consent to receive email communication from your organization. This is required for GDPR compliance.
    • First row contains Column names: If the first row in your file contains column names (e.g. First Name, Last Name, Email), then select this option. If your file contains a header row and you do not select this option, then your data will not upload correctly.
    • If record already exists, then overwrite values: Check this option to have the data in your file update the data if a matching record is found in Sugar Market instead of creating a new record. We recommend you always enable this option. In Step 2, you can overwrite this option for specific fields.
  4. In Step 2 of the Import Wizard, set your field mappings and options. When your import file includes column headers, the wizard attempts to match the headers with the appropriate field name. While the results are typically accurate, there are some fields that are more difficult to automatically map (e.g. Address1, Address2, Shipping Address), so it is important to confirm the Map Column fields and use the dropdown to change fields, if necessary.  
    wizard2
  5. Check the options below as desired, and then click the Next button:
  • Overwrite: Select or de-select the Overwrite checkbox for any field you do not want to overwrite in existing Sugar Market records. This overrides the selection you made in Step 1.
  • Import Previous Mappings: To use the same mappings you used in previous uploads, select the appropriate mappings from the dropdown list, and then click the Import Previous Mappings button.
  • Select Key Column: The key column is the field that is used to uniquely identify records. The default key column is Email, and while you can choose another key column, we recommend you leave this default to eliminate problems that may arise from having multiple records with the same email address. You can also identify multiple key columns to help detect duplicates
  • In Step 3 of the Import Wizard you can optionally create a new distribution list from your import, add the records to an existing distribution list, or remove the records from an existing distribution list. We recommend you always add records to a distribution list. Choose any of the following options, if desired, and then click the Next button.
    SM UG Lists import3
  • To create a new list, type a name for the list in the Create New List field, and then click the Create button.
  • To add the records to an existing list, locate the list in the Select Existing List dropdown, and then click the Add button. The list name populates the Add to Distribution box.
  • To remove the records from an existing list, locate the list in the Select Existing List dropdown, and then click the Remove button. The list name populates the Remove from Distribution box. Note that the records will only be removed from the list; the records will not be deleted from the database.
  • Step 4 provides a summary of the import selections you have made. Review your selections, make any necessary changes, and then click the Next button to submit the import request.
    SM UG Lists Import4
  • Step 5 confirms the upload request. You will receive an email notification when the upload is complete. From here you can start the Import Wizard again or click the Go to Distribution Lists button to manage all distribution lists.

    SM UG Lists import5
Important: Ensure you wait to receive the upload complete notification before using the list in an email or nurture campaign. If the list is used before the upload is complete, then only a partial list will be used in the campaign.

 

Detecting Duplicates on Import

While the Email field is the default and recommended unique identifier used to prevent duplicates, you have the option to use other fields as key columns, as defined below:
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  • First Name, Last Name, Account Name: This option will key off of records that have unique First Name, Last Name, and Account Names. This option is typically used to import records into Sugar Market that do not have an email address.
  • Allow Duplicates: This option will ignore keying off of any column and import all records in your file into Sugar Market.
  • Custom Key Columns: When this option is enabled, a new column is added to the right of each field in Step 2. Select the column(s) to key off of. When multiple columns are selected, Sugar Market looks for unique data that exists in both columns to prevent duplicate records.
    mceclip0

The above example shows the custom field MIS_Number__C and Email as key columns. Sugar Market will look for both fields to be unique instead of just the default Email. If there are two records with the same email address but different MIS_Number__C values, then Sugar Market will import both records since both fields identified as key columns need to be unique.

Validating Imported Email Addresses

Sugar Market has partnered with BriteVerify to provide improved visibility into the quality of your contacts' email addresses. By validating and verifying new contacts before you send, BriteVerify can reduce your bounce rate by 98% and help your messages get delivered, thus keeping your reputation intact. It is recommended that you use the service before you import your data and send to your contacts. Results will be delivered in real-time with information on how you should manage the returned contacts in your cleaned list. We validate your database contacts for you during technical setup with Sugar Market. For future lists, there is a nominal fee to verify through BriteVerify.

  1. Access the BriteVerify link on any step in the Import Wizard. This link directs you to the BriteVerify site with the Sugar Market promotional code.
    SM UG Lists Briteverify
  2. Click the Sign Up button to create your account.
    SM UG Lists Briteverify2
  3. Sign in with the Username and Password you created.
  4. Click "+ Import List".
  5. Click on Direct Upload, click Choose File, Add file to be validated (the file will be the .CSV file with the file name, ClientName and Date).
  6. The Total Records, Verifications, and Total Cost are displayed. Click "Let's Get Started".
  7. The file will load and then verify. When the validation has completed, a Complete message displays.

The following status codes are returned:

  • Valid: The email is associated with a valid account. 
  • Invalid: The email address is invalid. See the secondary statuses below for more details. These addresses will be added to the validation table and excluded from sending mail.
  • Accept All: Accept-All domains have configurations that make all emails seem Valid, which is rarely the case. There will be some bounces from the Accept-All category.
  • Unknown: Email address looks good but the associated domain is not responding. This could be a temporary status for domains having intermittent issues, or a permanent issue for dying domains. There will be some bounces from the Unknown category.

The following secondary status codes may be populated in the secondary_status column of the file:

  • email_address_invalid
  • email_domain_invalid
  • email_account_invalid
  • disposable
  • role_address
Uploading the Verified List Without Mapping to CRM
  1. Click the top right arrow to see a list of all results, not just valid emails.
  2. Full Results displays a validation summary. Click "Full Results" to retrieve the scrubbed list.
  3. The results are available in an MS Excel document. Open the document and save it as a .CSV format. 
  4. Sort the list by Result type (Valid, Invalid, Unknown, Accept All).
  5. Delete invalid email addresses.
  6. Save your list, and then import through the Import Wizard.
Mapping the Validation Results to CRM
  1. Click the top right arrow to see a list of all results, not just valid emails.
  2. Full Results displays a validation summary. Click "Full Results" to retrieve the scrubbed list.
  3. The results are available in an MS Excel document. Open the document and save it as a .CSV format. 
  4. In Sugar Market, navigate to User > Administration View > Marketing Administration > Email Validation.
  5. Click the Import CSV button and locate the file you saved.
  6. Click the Upload button. The file will be uploaded into Sugar Market with the results received from BriteVerify.

Managing Distribution Lists

Access existing distribution lists by navigating to Manage > Lists > Distribution Lists. In this view, you can see list properties and edit, delete, move, clean, and create blank distribution lists.

Searching for Distribution Lists

The Manage Distribution Lists view defaults to a list view with the most recent list at the top. If you prefer to browse by the folder in which the list is saved, then click the Folder View icon in the toolbar.

SM UG Lists managedistlist

To sort the view:

  • Click the Sort icon in the toolbar to choose a field on which to sort. The list is sorted in ascending order.
  • Click the arrow next to the column heading to change the sort order to descending.

To quickly locate specific lists, type the list name, or portion of the name, in the Search field and then click the magnifying glass icon.

Viewing Distribution List Details

Select a row to display list details in a panel on the right side of the page, or select Context Menu > Properties in the toolbar. Do not click the list name or ID to get this information since that will open the list for editing.

SM UG Lists Distlistdetails

Editing Distribution Lists
  1. Click the list Name or list ID, or select the row containing the list and then click the pencil icon in the toolbar. 
  2. Add or delete email addresses from the list or combine lists, and then click the return button. 

SM UG Lists edit

Moving Distribution Lists

To move a distribution list to another folder:

  1. Click in the list row anywhere except the list Name or ID. 
  2. Expand the Context Menu, and then select Move.
  3. Select the desired folder, or create a new folder, and then click Move.
Deleting Distribution Lists
  1. Click in the list row anywhere except the list Name or ID. 
  2. From the toolbar, click the delete icon.

SM UG Lists delete

Cleaning Lists

Cleaning lists provides you a more accurate representation of the number of list recipients since the clean process removes all addresses that have previously bounced or unsubscribed. This is not the same as the service provided by BriteVerify when validating imported lists. When addresses are removed from cleaned lists, the records are not deleted from Sugar Market, they are only removed from the list.

To clean a single list:

  1. Click in the list row anywhere except the list Name or ID. 
  2. Expand the Context Menu, and then select Clean.
  3. In the confirmation dialog, click the Clean button.

To clean all lists:

  1. In the toolbar, click the Clean All Lists button.
  2. In the confirmation dialog, click the Clean button.

SM UG Lists clean

Creating Blank Distribution Lists

Blank distribution lists are useful for automation, allowing you to add and remove people from lists as part of a nurture flow or when they hit a specified lead score.

To create a blank distribution list:

  1. In the Manage Distribution Lists view, click the Create button in the toolbar, and then select Distribution List.
  2. Identify a name, location, and description for the list.
  3. Select the External Sync checkbox to maintain the record sync between this list in your CRM and Sugar Market. When this option is enabled, records added to the distribution list in your external CRM will update the list in Sugar Market. 
  4. Click the Create button.

SM UG Lists createblank

SM UG Lists externalsync

Exporting Distribution Lists

When your lists exceed 2000 lines, we recommend you export them via a custom report and email the results to yourself. You can run a one-time report or set up a subscription to have the report delivered at your preferred frequency.

To create the custom report:

  1. Navigate to Manage > Distribution List.
  2. With your list name highlighted, use either CTRL+C or right-click and then select Copy to copy the name of the list to your system clipboard.
  3. Create a custom report using the following values:
  Field Value
General Select Data Source Single Table
Table / View Distribution List (for either Lists or Segmentations)
Report Type Tabular
Report Name Your preferred identifying name
Report Description Your preferred description of the report contents
Select Folder Location where the report should be stored
Filters Column Name ListName
Operator Equals
Column Value Either CTRL+V or right-click and Paste to paste the list name from your system clipboard
Columns Available Columns Email

Preference Lists

One way to ensure that relevant, interesting messages are delivered to your recipients is to give users control over the types of messages they receive. Preference Lists can include any kind of communication that a recipient wants to receive. Some common examples are:

  • Newsletter
  • Marketing Updates
  • Product News
  • Company Information

Sugar Market's Preference Lists and Preference Page allow users to opt-in to the lists and content they find most valuable. By giving users control over their content, you can ensure they are receiving pertinent information, improve content engagement, increase open and click rates, and reduce your number of unsubscribes.

Before you get started, make sure your Sugar Market role and user account have permissions to access Preference Lists and your Preference Page. The correct permissions display the following menu options:

  • Manage > Lists > Preference Lists
  • Manage > Landing Pages > Preference Page

If you do not see these links, then please request permission from your Sugar Market account administrator or Sugar Market Support.

Creating and Managing Preference Lists

The first step to creating a great Preference experience for your recipients is to create the Preference Lists from which they can opt-in and out. Access your Preference Lists by navigating to Manage > Lists > Preference Lists.

Note: The Managing Preference Lists feature is only available for Single Email Campaigns, but we plan to move it to other parts of the platform incrementally.

mceclip0

From this view, you can create new lists and manage existing lists. To create a new list:

  1. Click the Create button in the upper right.
  2. Identify an internal name for your list and, optionally, a description.
  3. Click the Create button. The Preference List is now created and ready to be populated with recipients. Choose one of the following methods to add recipients:
Adding Preference List Members Manually
  1. Select the newly created list, click the Add button in the upper right corner, and then select "Add a Single Member".
    SM UG Lists addsingle
  2. Type the user's email address, and then click the Add button.
Importing Preference List Members
  1. Select the newly created list, click the Add button in the upper right corner, and then select "Import from Distribution List".  
    mceclip1
  2. Locate the desired distribution list by using the search field or scrolling, and then click the Add button. All records from the selected distribution list populate the preference list.

Creating and Managing the Preference Page

When a user receives an email containing a link to manage their preferences, they are presented with your customized Preference Page:
mceclip4

This page is the result of your Page, Lists, Listeners, and Merge Fields setup. Users can opt-in and out of any list or globally unsubscribe from all communication. When a user changes their status, their Preference List status updates on the Preference List page.

To create or update a Preference Page:

  1. Navigate to Manage > Landing Pages > Preference Page. 
  2. Set the public-facing name of your Preference Page and a description that tells your users what to expect from managing their preferences and their subscriptions.
  3. Click the Add List button to select the Preference Lists to add to the page for user subscription. Each list you add can contain a user-facing external name and description that will help guide users to understand what each subscription includes.
    mceclip2
  4. Click the "Activate" button to publish the page. If you decide at any time to make the page private, simply click the Deactivate Page button and your Preference Page will no longer be publicly accessible to any user.

Including Preference Lists in Lead/Contact Listeners

The Lead/Contact Listener is a powerful tool that you can use to automate the sales and marketing process. Sugar Market listens for new and updated values in a contact record. Based on these changes and present conditions, Sugar Market can take numerous actions such as adding a contact to a campaign and removing a contact from a list.

To include Preference Lists in a Listener: 

  1. First, enable change tracking to let Sugar Market know which fields to monitor. Navigate to User > Administration View > Marketing Administration > Change Tracking.
    change tracking
  2. From the Select Table dropdown, select Contacts.
  3. Highlight the field to monitor and then click the right-facing arrow to add it to the Selected Fields list.
  4. Click the Track Changes button to save the field to the list.
  5. Navigate to Manage > CRM > Lead/Contact Listener.
      lead listener
  6. Click the New button at the top right.
  7. Complete the following fields, and then click the Create button:
    • Listener Name: Your preferred identifying name.
    • Event Type: Whether the conditions identified in the Event Listener Conditional Values section update an existing record (On Update) or create and update a new record (On Insert).
    • Monitored Table: The field location in the database. 
    • Listener Description: Description to make it easy to identify and modify this listener in the future.
      SM UG Lists newlistener1
  8. In the Event Listener Conditional Values section, click the Add button.
  9. Complete the following fields, and then click the Save button:
    • Table: Sugar Market table in which the monitored field is located.
    • Column: Field name you are monitoring. If you do not see your field name here, enable change tracking for this field (see Step 1).
    • Event: Whether the field should equal or contain the defined Ending Value.
    • Ending Value: The specific field value to launch the action you will define in the Event Activities section.
    • Logic: When using multiple conditions, choose whether the logic should be "And" or "Or".
      SM UG Lists Newlistener2.
  10. In the Event Activities section, click the Add button.
  11. Select an action from the dropdown list, and then click the Save button.
    SM UG Lists Newlistener3
  12. Click one of the Save options at the top of the page.

The key to connecting your Preference Lists to your user experience comes through merge fields. Add a Preference Page merge field to your email campaigns to give users the choice to opt-in and out of lists or to globally unsubscribe from all communications.

Suppression Lists

Suppression Lists are similar to Distribution Lists in that they can be used as exclusion lists in email campaigns. Suppression Lists allow you to control who is able to interact with your marketing efforts, providing the flexibility to customize your unsubscribe page with subscriber lists and to suppress specific email addresses and domains from completing landing pages, being scored, and inclusion in reports. A Suppression List can exist on your Unsubscribe page to allow users to opt-out of specific lines of communication instead of fully unsubscribing, allowing you to still market other interests to them.

There are three types of suppression in Sugar Market:

Suppression Lists can be applied to:

  • Unsubscribe Page: Creates a subscriber list that appears as an unsubscribe option on your unsubscribe page.
  • Emails: Prevents the sending of emails to list members. 
  • Landing Pages: Prevents the list members from completing a Landing Page.
  • Scoring: Prevents the list members' actions from being scored in Lead Scoring.
  • Landing Page Reports: Filters list members out of landing page reports to prevent skewed results.

Suppressing Domains vs Email Addresses

You can suppress a domain or specific email address. If you suppress at the domain level (e.g. company.com), then you will suppress all email addresses that are a part of that domain (e.g. John@company.com, Sue@company.com, etc). This is often used for suppressing a list of competitor domains. If you suppress an email address or list of email addresses, this simply blocks those individual addresses from the designated activities. It is important to note which suppression options are available for domain and email addresses:

Location Email Address Domain Level
Unsubscribe Page X  
Emails   X
Landing Pages X X
Scoring X X
Landing Page Report   X

Note: To opt a specific lead/contact out of receiving emails, change their opt-out status in your external CRM, or add them to the Guarded Watch.

Suppressing Your Company Domain

You have the ability to suppress your own company domain, but it is not recommended because you may want to send test emails, fill out forms, or verify your lead scoring actions are triggering the actions desired. To save your colleagues from receiving your emails, create a report on the Contacts table with the following filters, and use this report to exclude your colleagues who are not a part of your marketing team:

SM UG Lists reportemail1

Filters:

  • Email contains @yourcompanydomain.com AND
  • Email does not equal your own email address AND
  • Email does not equal your marketing team members' email addresses

SM UG Lists reportsemail2

Automatic Suppression

When a recipient reports an email message you sent as spam, it is considered a complaint. The Internet Service Providers (ISPs) who report these complaints send a copy of the message to Sugar Market and we automatically suppress these complainers from your future mailings. Sugar Market has already gone through an application process to enable the Feedback Loop setup with all available mailbox providers who offer this service. If a user in your database has complained, then the contact is marked as unsubscribed in the contact card in Sugar Market.

Global Suppression List

Sugar Market maintains a global suppression list of email addresses, usernames, and domains that should not be mailed to by anyone through Sugar Market. This is to protect Sugar Market and clients from sending to email addresses that are known spam traps, have requested globally to not receive marketing communications from any clients, the FCC wireless domains required to be suppressed, role accounts, and additional domains that may hinder deliverability. Emails that match the Sugar Market global suppression database will be labeled accordingly in your account.
Role Account Addresses

Role account addresses are part of Sugar Market's global suppression function. Role accounts are email addresses that go to more than one person and it is not an opt-in address. Since there are several people on the other end of a role address, it is difficult to ensure that all of the users gave permission to be included in your campaign. One person may have opted-in on behalf of the entire distribution list, or there may be people on the list who do not realize they have been signed up. If you have role addresses, we recommend you get a specific email address for all of your contacts and remove any role addresses from your list because Sugar Market will not send email to these addresses, even if they are on your lists.

The following role addresses are blocked by Sugar Market:

abuse@
postmaster@
all@
billing@
contact-us@
everyone@
feedback@
finance@
ftp@
help@
helpdesk@
hostmaster@
noc@
no-reply@
postmaster@
privacy@
remove@
request@
root@
security@
spam@
support@
webmaster@

Creating a Global Suppression List

  1. Navigate to User > Administration View > Marketing Administration > Suppression Lists.
    SM UG Lists suppression1
    SM UG Lists suppression2
  2. All active Suppression Lists are displayed. Click the Show Inactives checkbox to display all Suppression Lists that exist in your account. Click "New List" in the upper right-hand corner to create a new Suppression List.
    SM UG Lists suppression2
  3. Identify a name and description for the suppression list.
  4. Check the Domain Level checkbox for domain-level suppression only; do not check this box for email address suppression. The List Type value updates to show the current type of suppression list you are creating based on the state of the Domain Level checkbox.
  5. Check the box next to the areas where this suppression list will apply (Email, Landing Page, Lead Scoring, Landing Page Reports).
  6. Click "Add" to individually add each domain or email address to your suppression list, or import a list of domains or email addresses via a CSV file. When suppressing by domain level, your domain should include everything following the '@' sign (e.g. sugarcrm.com).
    SM UG Lists suppression new2
  7. Click "Save and Return". 

It is important to note that if you are allowing someone to opt-out of one line of marketing, the list to which they are added (established in the List Name) must be added to the Exclude section of your campaigns moving forward.

Suppression Lists are not a true substitute for the Guarded Watch list, which prevents individuals from receiving any emails from you. The Guarded Watch can be added to individually or via CSV file, but you must contact a Support representative to have anyone removed from the Guarded Watch. Suppression Lists have the advantage of giving you or your contact, the ability to add and remove at-will, while the Guarded Watch only lets the contact add, not remove.

Subscriber Suppression Lists

As a best practice, you should set up subscriber suppression lists that allow your recipients to opt-out of specific types of communication. These options will appear before the "Unsubscribe from All" option on your unsubscribe page and, if utilized properly, will decrease the opting-out of all communication.

Creating a Subscriber Suppression List

  1. Navigate to User > Global Settings and select the Unsubscribe tab.
  2. Identify a name and description of the list and whether this should be an active option on your unsubscribe page. The status options let you activate and inactivate lists instead of deleting them. When choosing a name, keep in mind this is the exact wording that will appear next to the checkbox on your unsubscribe page. 
  3. Click the Add button.
  4. Add additional suppression list options as desired. Please refer to the Sugar Market Settings and Preference page to learn how to customize the unsubscribe page.
    SM UG Lists subscriber

Using Suppression Lists

To allow Sugar Market to automatically filter out the contacts on your suppression lists, it is important that you use your suppression lists correctly. To include or exclude your list members when creating your campaigns, ensure you select "Suppression List" as the dropdown option for include/exclude lists.
SM UG Lists supplistcampaign

Managing Unsubscribes: The Guarded Watch List

Guarded Watch is a master table of every record that has unsubscribed from a Sugar Market unsubscribe page. This master table acts as a safety net for both you and your prospects, so those who have unsubscribed are protected from receiving future communication.

When a contact unsubscribes, the Guarded Watch list takes precedent over any status change, so if an update changed the OpOut field value to No on a contact card of a contact who had previously unsubscribed, then emails will still not be sent to that recipient.

When a recipient chooses the Unsubscribe All option from your Sugar Market unsubscribe page, the following occurs: 

  • An entry is added to the Guarded Watch Table with the contact's email, the campaign from which they unsubscribed, and the date.
  • On the contact level, Sugar Market updates the Contacts.OpOut field value to Yes and the Contacts.OpOutDate field value to the current date and time. 
  • If your external CRM is configured in Sugar Market to push unsubscribes, your CRM will be updated with the default unsubscribe field accordingly.

The following are the default unsubscribe fields Sugar Market pushes up to each external CRM:

CRM Field Name
Microsoft Dynamics DoNotBulkEmail
Infor DoNotEmail
SugarCRM opt_out
Sage mailrestriction
Salesforce HasOptedOutOfEmai

Accessing the Guarded Watch List

  1. Navigate to User > Administration View > Marketing Administration > Guarded Watch.
  2. Use the search field or scroll through the list to locate specific email addresses.
  3. To manually add addresses to the Guarded Watch List, either click the Add button to add individual email addresses, or click Import CSV to import multiple addresses via a CSV file.

Note: Updating a contact's OpOut status to Yes on a contact card directly or updating it in your external CRM does not add that record into the Guarded Watch. The record will not receive the email; however, if that record's OpOut is updated or deleted and added back in, Sugar Market will have no record of the contact opting out, so the contact would then receive an email if they are included in an email campaign.

Resubscribing a Lead/Contact

Sugar Market follows the CAN-SPAM act and uses the Guarded Watch List to store records that have elected to unsubscribe from all future emails via your unsubscribe page. 

To protect your contacts, records can only be removed from the Guarded Watch list by contacting Support. To submit a request:

  1. Obtain a written email from your contact stating they would like to opt back into your newsletters.
  2. Forward the above email to Sugar Market Support stating you would like to opt the client back in.
  3. Provide your account information.

Last modified: 2021-07-15 14:15:19