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Replicating Opt-Outs from external webforms to Marketing Cloud (via CPI Integration)

jsr2022
Explorer
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Hello Community,

We have a question/issue in concern of replicating Opt-Outs from external webforms to SAP Marketing Cloud through CPI:

Background:
In our SMC multiple contacts exist with the same mail-address. Currently we are still using SAP MC Forms for the Opting-Out-process. If an Opt-Out for Email is submitted via these forms the optout will be saved in all of the contacts that have the corresponding mail-address based on the technical origin email.

Due to some technical problems in past, we want to be independent on these SMC Opt-Out forms, so that’s why we created an Iflow in CPI. The purpose was that an Opt-Out form now also can be created externally. The provider of this form only needs to send the necessary data to CPI like:
- Mail-address
- Marketing Area
- And a trigger which is responsible for the Opt-Out

Due to our Iflow in CPI the Opt-Out permission is saved in the contact in SMC with the corresponding mail address. This was already successfully tested from our side.

But:
If multiple contacts exist with the same mail-address we receive the following message in SMC import monitor:
“Multiple contacts found for ID EMAIL …”, see screenshot:

jsr2022_0-1715863155689.png


Now our question is: Do you know how we can solve this issue? We have to ensure, that this Opt-Out integration also works properly in case of multiple contacts with same mail-address.

Additional information: We are using the following API for this integration:
API_MKT_CONTACT

Thank you and kind regards
Sören

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isathore
Product and Topic Expert
Product and Topic Expert
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Hello Sören,

Very basic question: why do you different contacts with the same email address? Don't you use the merge contact functionality?

Best Regards, Isabelle

jsr2022
Explorer
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Hello Isabelle,
in general we are using the merge contact functionality, but in these cases we have indeed different contacts coming from C4. For example there are 3 different contacts that just share the same mail-address like for example a general "info@"-address. 
Kind regards
Sören

isathore
Product and Topic Expert
Product and Topic Expert
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Hi Sören,

Having 3 contacts with the same email address “info@-address” is not really quality data. An address of type “info@-address” refers to a mailbox and not really a dedicated contact. This is not really an address that will drive good marketing.

At this point, the strategy is really to get a proper unique email address for each contact, otherwise, it is seen as just one contact and all 3 contacts should be merged into one.

Best Regards, Isabelle

vervinckt_joyca
Active Contributor
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Hi Isabelle,

I disagree with the statement that 3 contacts with the same info@address could not be quality data.

In a B2B context this often happens. For example in retail. You can very well have 3 accounts for 3 stores on 3 different addresses, but which are owned by the same shop owner. The email address on Account level could then very well be 3 times info@ownercompany.com. On the contact level, in theory the "same" owner contact should be linked to the three accounts, and if "relationships" have been activated in the marketing system then also on marketing side there could be one single contact with a relationship to the three accounts. But in reality it also happens that sales creates the contact multiple times on the c4c side and you end up with 3 times owner@ownercompany.com on the contact level too.

Also, there are cases where sending marketing communication to an info@address is a valid use case. In B2B, you can send mails to such addresses without a marketing permission, so this is one of the few ways to be able to reach potential prospects before getting contact-level-info including a permission from them.