Inactive Record Settings

Please be informed that the new Inactive Records Settings are in Beta and may have issues. We request you to not change it until we announce it officially.

If you are on solution version 2024.05 or above, please refer to this tab.

In the version 2024.05, we have updated the Inactive Records Settings (previously called as Inactive Leads and Contacts Settings). To access this setting, you will need to navigate to Settings and Support> ClickDimensions Settings , then click on the Inactive Record Settings option. 

This will open the following page where the settings can be adjusted:

Inactive Records Settings

Allow sending emails to inactive records

This is set to No by default. If set to No, then inactive contacts and leads will be excluded from email sends and generate an Excluded Recipient record with a Reason of "Inactive Record". If set to Yes, then inactive contacts and leads will receive emails.

Allow adding inactive records to Campaign Automations

In this version, we have introduced a new setting to Allow adding inactive records to Campaign Automations. This is set to No by default. To allow adding inactive participants to Campaign Automation, select Yes for this option.

For more details please our documentation on Adding Inactive Participants to a Campaign Automation

Inactive Leads Settings

In this section, you can choose what should happen when a disqualified inactive lead interacts with any marketing asset (e.g. opens or clicks on an email, visits a tracked webpage, or submits a form, survey or subscription)

The table below summarizes the outcome for each possible combination of these settings:

Create a new Lead	Reactivate the disqualified inactive lead	Outcome
No	No	"Create New Visitor As" setting in the Form Record takes precedence
No	Yes	Reactivates the disqualified inactive lead
Yes	No and disabled	A new lead is created unless "Create New Visitor As" setting in the Form Record is set to "Contact"

Inactive Contacts Settings

In this section, you can choose what should happen when an inactive contact interacts with any marketing asset (e.g. opens or clicks on an email, visits a tracked webpage, or submits a form, survey or subscription)

Reactivate an inactive contact	Outcome
No	A new lead is created
Yes	Reactivates the inactive contact

If you are on any solution version from v10.11 till v2024.04, please refer this tab.

In version 10.11, we have added the ability to select the how our solution will interact with inactive Lead and Contact records. To access these options, you will need to navigate to Settings and Support> ClickDimensions Settings , then select the Inactive Contact and Lead Settings option:

 

This will open the following page where your settings can be adjusted:

1. Allow sending emails to inactive contacts or leads: If set to "yes", then inactive contacts and leads will receive emails. If set to "no", then inactive contacts and leads will be excluded from email sends and generate an Excluded Recipient record with a Reason of "Inactive Record". The default option is "no".
2. Reactivate an inactive contact if they interact with my marketing assets: If set to "yes", then inactive contacts will be reactivated when taking any of the listed actions. If set to "no", then contacts will remain inactive when taking any of these actions. The default option is "no". The list of actions are:
   
   • Opens/Clicks on an email
   • Visits a tracked webpage
   • Submits a form, survey, or subscription page
3. Create a new Lead, when an inactive lead visits a tracked webpage from an email link: If set to "yes", then a new lead will be created when an inactive lead clicks an email or visits a tracked webpage. The default option is "no".

Please note that this update has changed the default behavior. Previously, the "yes" option was the default behavior, so any automated processes built around this previous behavior may need to be re-done or the "yes" options may need to be re-selected to restore the prior behavior.