One-Click Unsubscribe

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To help organizations comply with industry guidelines for bulk email senders, One-Click Unsubscribe is enabled by default for Approved Email. Email recipients can unsubscribe from future emails with the same content type or product with one click, without leaving their email application.

For example, an end user sends an Approved Email to an HCP containing product research. The HCP is not interested in the content and wants to unsubscribe. He selects the unsubscribe link in the email header and confirms he wants to unsubscribe. Veeva CRM generates an opt-out and the end user is no longer able to send emails with the same content type or product to that HCP.

Unsubscribe links may not display during testing. Mail clients use complex algorithms to determine when to display the Unsubscribe link. To verify the Unsubscribe option will display for recipients when appropriate, see Troubleshooting below.

Veeva recommends continuing to include unsubscribe links within the email to allow recipients to have better control over their preferences. One-Click Unsubscribe does not allow recipients to unsubscribe from all emails.

One-Click Unsubscribe displays for all record types, with the following exceptions:

• Receipts and Double Opt-in emails
• Medical Inquiry Emails and Remote Meeting Invites, unless the template is specifically flagged to check consent
• Email Templates explicitly flagged to not check consent
• Emails sent to team members in Events Management
• Registration confirmations and rejections in Events Management

One-Click Unsubscribe is enabled by default, and cannot be disabled. However, organizations may want to override the default behavior and use a third party to manage the unsubscribe process.

Using One-Click Unsubscribe

Email recipients can unsubscribe from Approved Emails by selecting the One-Click Unsubscribe link in the header.

When the recipient selects the One-Click Unsubscribe link, they confirm their intent to unsubscribe within the mail client. This differs from standard Veeva unsubscribe links, which displays the Unsubscribe page where recipients can unsubscribe from all emails.

Email clients may display a confirmation dialog. When a recipient selects the link and confirms, they are unsubscribed from Approved Emails with the same Product or Content Type depending on the configuration.

Text displaying in the confirmation dialog is determined by the email client, and includes the From field of the email header. This text cannot be customized, and may change without notice.

The Multichannel Alerts widget on the end user’s Home Page displays an urgent alert of the unsubscribe action. An opt-out multichannel consent record is created with Optout_Event_Type_vod set to 'Unsubscribed_vod'.

The email may or may not have a click event depending on how the recipient interacts with the email. If an associated click event does not exist, the Sent Email record is updated to include an Unsubscribe Email Activity Record without a click event. If there is an associated click event, the Sent Email status is set to Unsubscribed, and the Clicked URL does not contain 'unsubscribe'.

One-Click Unsubscribe should only unsubscribe the recipient from emails of the same type.

For Veeva Approved Emails, the opt out is at the most granular level, defined by the product or content type of the Email Template. For information on inserting links allowing recipients to unsubscribe from all emails, see Adding and Customizing Unsubscribe Links.

Overriding the Unsubscribe Email Header

By default, the unsubscribe request is processed by Veeva's Multichannel Server. Organizations who use a third party consent master and not Veeva's Multichannel Server can specify a custom URI (Universal Resource Indicator) in the email header to handle the unsubscribe request.

Custom One-Click Unsubscribe headers should not redirect recipients to preferences pages. This is not compliant with Google guidelines and the RFC standard. However, customers can still link to preferences pages from the existing unsubscribe link in the email body or footer.

Overriding the Unsubscribe header does not change the experience for the HCP recipient of the email. It only changes how the Unsubscribe link click is processed.

When organizations override the default behavior, they must:

• have the proper server infrastructure to handle the POST request made by the email client
• reflect the opt-out request by the HCP in Veeva CRM within 48 hours to prevent users from sending the same type of emails

For organizations that use Classic Consent, enter the custom URI in the CUSTOM_LIST_UNSUBSCRIBE_HEADER_vod Approved Email Setting to provide a custom URI to handle the unsubscribe request.

For organizations that use Consent Capture, enter the custom URI in the Custom_List_Unsubscribe_Header_vod field on the appropriate Consent Header record to provide a custom URI to handle the unsubscribe request. Ensure that integration users and end users have Read FLS to this field, and admin users have Edit FLS.

The following guidelines apply:

• The custom header must contain an HTTPS URI and may contain other URIs such as MAILTO, respecting the RFC Standards syntax
• A MAILTO UTI alone is not compliant with Google guidelines or RFC8058
• Custom URIs should be contained by "<" and ">"
• The following tokens are supported:
• Object Reference Tokens with the following limitations:
• Only the Account, Approved Document, User, and User Detail object references are supported
• {{customContent}} is not supported
• Date/time formatting is not supported
• Sent Email Related Tokens
• A subset of special tokens:
• {{accTitle}}
• {{accFname}}
• {{accLname}}
• {{accCredentials}}
• {{userEmailAddress}}
• {{userName}}

Example with one HTTPS URI:

<https://www.verteo.com/unsubscribe?a={{Account.MDM_ID__c}}&l={{Approved_Document_vod__c.Language_vod__c}}&p={{Approved_Document_vod__c.Product_vod__r.MDM_ID__c}}>

Example with one HTTPS URI and MAILTO:

<mailto:listrequest@example.com?subject=unsubscribe>,

<https://www.verteo.com/unsubscribe?a={{Account.MDM_ID__c}}&l={{Approved_Document_vod__c.Language_vod__c}}&p={{Approved_Document_vod__c.Product_vod__r.MDM_ID__c}}>

Considerations

• One-Click Unsubscribe links may not display on Google, Yahoo, or other email clients even if the One-Click Unsubscribe headers are properly added to emails. The email client determines whether to display the links.
• Existing unsubscribe links do not meet the new Google guidelines or the RFC Standard
• Existing Email Templates do not need to be updated

Related Topics

• RFC Standard for One-Click Unsubscribe
• Approved Email Overview
• Unsubscribe Functionality in Approved Email