Introduction

The email opt-in status refers to a contact's status of opting in or out for auto-email communication (one-off manual communication can be sent still). Per LoftyWorks's Terms of Use(link), the platform tools for email communication, etc. should not be utilised for sending emails to contacts that have not given their permission to be contacted. 

LoftyWorks has put certain systems in place to protect email reputations and comply with email marketing and industry standards for unwanted communication being sent. 

This article addresses how a contact's opt-in status is determined.

Summary

• Opt-In Triggers
  • High Bounce Rate
  • Email-Only Contacts
  • CSV Import Double Opt-In Rules
• Filtering by Opt-In Status
• Opting-In Contacts
  • Send Opt-In Email
    • Via Contact Profile
    • Via Contacts Page
  • Opt-In Manually

Opt-In Triggers

By default, any contact that is entered into the CRM is considered to have opted-in. However, there are certain exceptions to that rule outlined below:

High Bounce Rate

When your team has a high bounce rate, this will trigger an opt-in probationary period which will require contacts in future imports to receive an opt-in email and agree before they are sent automated communication. This is outlined in detail here: Spam, Bounced, Phishing, and Unsafe Emails > What systems does LoftyWorks have in place to prevent high amounts of bounced emails?

Email-Only Contacts

Contacts that have entered the system but have only provided their email address during the registration step are considered "Email-Only Contacts" and as opted-out by default.

CSV Import Double Opt-In Rules

New Contacts

For New Contacts that come from CSV Imports. These 2 steps are automatically triggered and cover your entire sending domain. 

1. If the total number of emails sent is greater than 500, the bounce rate is greater than 10%, and within a 15-minute time period (based in real-time from the email send time), then your team's email service through LoftyWorks will be suspended for 2 hours. This affects manual emails, delays Smart Plan automated emails till the next day, and pauses property alerts. 
2. If the total number of emails sent is greater than 10 and more than .5% of the emails are marked as junk/spam by the receiver or the total number of emails sent is greater than 10 and the bounce rate is greater than 10%, then an "Opt-in Probationary Period" will begin temporarily during the Contact Import process for the entire sending domain of the account.
   1. The period lasts for 30 days and will require new CSV Contact Imports to have an opt-in email sent to any new contacts from the import. 
   2. Once 30 days have passed, and the bounce rate is less than 5%, the Opt-in Probationary Period will end. If the bounce rate remains about 5%, the system will re-check daily until 30 days with a bounce rate of less than 5% has been reached.
      • Once a low bounce rate has been obtained, the opt-in option will no longer be required when importing through CSV. 
      • Contacts who did not choose to opt-in during that probationary period will still need to opt-in, you can find the manual steps to trigger this here.

Existing Contacts

We have also added an opt-in strategy for existing contacts. This does not affect contacts that have already been communicated via email. This is also based on the domain's email performance in the last 30 days.

If the total number of contacts imported is greater than 50 and the rate at which they are marked as junk/spam is greater than 10%, or, the total number of contacts imported is greater than 50 and the bounce rate for these contacts is more than 0.5% then all contacts that are part of the same CSV import will do the following:

• Automatically unsubscribe them from Smart Plans and Property Alerts
• Send a double opt-in email that they must click before you are able to send email communication to them via the LoftyWorks platform.

Once a contact has opted-in the system will automatically adjust their status back to subscribed and you can continue to send email communication to them via LoftyWorks.

Filtering by Opt-In Status

There is a dedicated filter that has been created for this purpose. See Contact Organisation with Filters > All Filters > (2) Contact Details > Contact Info

Opting-In Contacts

The following actions can be taken to opt-in contacts:

Send Opt-In Email(img)

Any contact that has not been opted in (the option will not be available for those that are considered opt-in) can be sent an "Opt-In Email".

• This email looks similar to the one below and cannot currently be edited.
• This email is essentially another version of the Welcome Email(relink), but specifically requests that the contact agree to opt-in to receive communication.
• The email does not expire, meaning a contact can find it at any point in the future and choose to opt in without issue.

If a contact clicks the I agree button and decides to opt in, they will see the following confirmation message. If a contact opted-in, you can now send them any type of email via the LoftyWorks platform just like before the probationary period began.

However, if a contact does not opt-in, meaning they did not click the button in the email, you cannot send any auto emails to them, including mass emails, Smart Plans emails, property alerts, etc. There is currently no limit to the number of times you can send an opt-in email to a contact.

Via Contact Profile

To send the Opt-In Email to an individual contact, find a contact that has not opted in, navigate to their contact profile, click the three dots, and then select Send Consent Request Email. The contact will then be sent the opt-in email. 

Via Contacts Page

Navigate to the Contacts Page, select contacts that have not yet opted-in (maybe use a filter), and then choose the option to Send Opt-In Email:

Opt-In Manually

The ability to manually opt-in a contact without them clicking the Yes button in an opt-in email (as outlined above) is only available on a one-on-one basis — meaning you cannot manually opt-in multiple contacts at the same time. 

To manually opt-in to one specific contact, do any of the following from their Contact Profile Page:

• Manually apply a Smart Plan
• Manually apply a Property Alert

When doing any of the actions above, a prompt will appear to confirm whether you would like to manually mark the contact as having opted-in in order to proceed. If you choose Yes, then the contact will be opted-in and auto email content can be sent to them now.

Questions?

If you have any questions about this topic or anything else, please get in touch with our Support Team. You can email us at <Support@LoftyWorks.com> or call us on +44 330 321 3500.