We experienced an issue last week with Gainsight when an email was sent to someone who had passed away and was received by a user that had taken over this role, but the email they used remained the same and this understandably caused a bit of upset.
For a bit of context we load to people via an S3 file that pulls in all of our active users (staff members that work at the school) and it is updated daily. The rule that loads to people also runs on a daily sync so new users are added each day.
However in this particular example as the user was no longer active, they are no longer included in the S3 file.
After raising a ticket with support it seems that Gainsight only has the functionality to update/upsert information, but there isn’t necessarily a way to set up a rule that says if a user is no longer included in the S3 file to set them as email opt-out or set them inactive.
I was wondering if anyone else has experienced a similar situation and if so, how have you approached this? As we do not want to be sending emails to users that are no longer active.
Best answer by matthew_lindView original