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Campaigns & Orphaned Accounts

Answered
Minka Verkaar

Hi team, 

During EMEA Illuminate 2026 I spoke with one of our customers who had a question regarding the relation between Campaigns & Orphaned Accounts. 

Business Case:

  1. The Marketing Team builds a campaign based on certain criteria. One of these criteria is, of course, an Active Contact, meaning that the contact has an Active Designation Status in Event Sales.
  2. In the meantime, the contact may no longer be working for the company (for example due to retirement or, in the worst case, death). The Sales Team will then change the Event Sales status to Not Applicable, which turns the contact into an orphaned account.
  3. However, since the person is already linked to the campaign, the Marketing Team is still able to send emails to this person.

The strange thing is that when you click on the record in Campaigns, you see the message below, which is also visible in other places in the system.

But when you try to send an email, by Tools > Send Email the system allows you to do so. 

The workaround would be to apply a filter in Campaigns that only shows Active Contacts, so the record will no longer be included in the mailing list. However, this is still somewhat risky from a GDPR perspective. If someone forgets to apply this filter, the contact could still receive an email.

Can this be considered a bug from a GDPR perspective? Or should it be treated as an enhancement request (possibly with higher priority due to its relation to GDPR)?

Thanks

Minka 

CC. Ella Fancett this is for Theresa Gorman from CCD and related to ticket https://ungerboeck.zendesk.com/agent/tickets/364332 (the outcome was not satisfactory)
 

 

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