Marketable/Non Marketable Contacts

March 05, 2025 18:12

ActiveDEMAND collects a large volume of data on every contact record. As such the billing in ActiveDEMAND is partially based on the number of Marketable contacts in an account.

Marketable Contact

Any contact in the platform that ActiveDEMAND is collecting data on is considered a Marketable Contact. The type of data ActiveDEMAND collects are represented as 'Contact Histories' on a Contact's timeline. A Marketable contact will have a button exposed to change the state of the contact to 'Non Marketable'

Contact Capacity Billing

The only Marketable Contacts that impact Contact Capacity Billing are those contacts that have at least one email address. The validity/unsubscribe state is not considered in the calculation (i.e. even if the email address is 'unsubscribed', if the Marketable Contact has an email address, it is counted in Contact Capacity calculations)

Non Marketable Contact

A Non Marketable Contact is a contact that has been flagged for exclusion in the data collection process. A Non Marketable Contact is 'locked'. A Non Marketable Contact will have a button that gives the user to change the state of the record to Marketable

Non Marketable Contacts:

Cannot be included in marketing campaigns of any type (i.e. you cannot email, text, or engage with a non marketable contact using ActiveDEMAND)
Cannot be edited or updated by users or via integrations or the API
No contact histories are created once the contact has been set to Non Marketable
Keep all data (contact histories) that was recorded for the contact before it became Non Marketable
Are not included in contact capacity calculations
All reporting data associated with a Non Marketable Contact is still rendered in all reports
Are dropped from all campaigns and workflows

Changing The State from Marketable to Non Marketable

Manually by Updating the Contact Record
A user can browse to a record and change the state of the contact. If the contact is a Marketable Contact, a user can click this button

This will give a warning that the contact is about to change state to Non Marketable.
Automatically using a Hygiene Task
Bulk Edit (coming soon)

Constraints on Switching Marketable Contact to Non Marketable Contact

A Marketable Contact that have never been a Non Marketable contact can be switched to Non Marketable at any time. If a contact is switched from Non Marketable to Marketable Contact, the contact must remain in the Marketable Contact state for at least Three Months before you are able to change the record to Non Marketable again.

To ensure a Non Marketable contact conversion is not missed, if a Non Marketable Contact:

Fills out a form
Calls a tracked number
Engages with the ActiveDEMAND Virtual Sales Assistant (WebChat)
Sends a text message to a tracked number

The contact will automatically be switched to the Marketable Contact status.

Constraints on Switching Non Marketable to Marketable

A Non Marketable Contact can be switched to become a Marketable Contact at any time.