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Adding “Unsubscribe” as an option to Email Templates in CRM 2011

By Gus Gonzalez | August 11, 2011

Do you need to add "Unsubscribe" as an option to an existing Email Template in CRM 2011?

  • By default, Microsoft Dynamics CRM 2011 allows you to track if an Account, Contact or Lead is participating on your Marketing Campaigns. The option is located towards the bottom of the form for these entities (default value is 'Send').

  • By default, the functionality behind "unsubscribe" is OFF in Microsoft Dynamics CRM 2011. You can turn it on by navigating to Settings -> Administration -> System Settings -> Marketing Tab.

  • If you would like to send an Acknowledgement Email to customers when they unsubscribe; enable it on the same tab.


Note: This functionality DOES NOT depend on "Email Tracking Token" as the system to match emails by the Outlook client. Smart Matching can be used if Tracking Tokens are not enabled.

How to add an unsubscribe option to a new email template

When creating an Email Template; you can add an "Unsubscribe" option by selecting text on the body of the email and clicking on the "Unsubscribe" button available on the New Email Template Form. 

When the email is received by the customers, an option to unsubscribe will be available (notice the link at the bottom of this image).

When the "Unsubscribe" link is clicked; a reply email will be composed, adding "UNSUBSCRIBE" to the Subject of the email.

Once the email is received on your side; Microsoft Outlook will track this email in CRM and will automatically switch "Receive Marketing Materials" from 'Send' to 'Do Not Send' for the Record that was the subject of the email, ensuring that the record will not receive future Marketing Campaigns. 

If the option was configured to email an acknowledgement to the customer; they will receive a confirmation email immediately. 

If you would like more information regarding this functionality, please contact us.

Guide: 3 Keys to Successful CRM Adoption

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