Chances are, you’ve probably heard a little bit about this thing called GDPR. If not, here’s a small recap: On May 25, 2018, the European Union’s new privacy law, the General Data Protection Regulation (GDPR) became enforceable. GDPR regulates the treatment and use of personal data of EU citizens. In this article you will learn about Delivra's GDPR features for: Contacts  |  Forms  |  Campaigns  |  Integrations

Guiding Principles

Under GDPR guidelines, data subjects — in this case, your subscribers — have the right to: transparent information about your processing of their data; deletion, correction, portability of their data; and the right to restrict or completely revoke consent for future processing of their data, including objection to any automated decision making that may be in place based on their personal data.

Contacts

1. Contact Tracking Preference

Under GDPR guidelines, subscribers can opt-out of tracking their behavior. This includes opens, clicks, shares, clickstream, and Google Analytics. You can view and edit subscriber's tracking preferences on their individual profile:



The tracking preference is a data field and can be pulled into your Contacts dashboard view to easily see this information. Use the "Choose Fields" option to edit your view: 



We'll discuss how users can update their own tracking status (forms) below. In addition to editing tracking preference on a one-off basis (above), you can make adjustments in bulk via API or CSV import (mentioned below). 

Important notes on tracking preference

• How do tracking preferences impact analytics and clickstream? Note that subscribers who opt out of tracking opens, clicks, shares, clickstream, and Google Analytics will not show in your reporting for those metrics. When reviewing analytics, keep in mind the percentage of subscribers you have whose behavioral data you may not see.
• How do tracking preferences impact automation and triggered mailings? As above, if a subscriber opts out of tracking behavioral data like opens or clicks their actions will not be recorded in behavioral automation flows (ex. automations that include flag events like "opened previous campaign" - it will look as if they did not open the campaign) or behavioral triggered segments (ex. a segment for all openers that clicked a certain link). 

2. Export Contact Data

Should you receive a request for an individual's data, you can export any tracked behavioral data on the contact record to Excel or PDF. This includes opens, clicks, clickstreams (enabled feature), purchases (enabled feature), shares, and Google Analytics data if you have that integration enabled.

To export a contact's information, lookup the specific subscriber record in the Contacts dashboard. Hover over returned email record on screen to find the "Edit" button with drop-down.  From the drop-down, choose "View Engagement".

Click on the individual tabs for activity such as Opens or Clickthroughs (left). Then on the right, click the more options icon (three vertical bullets) to open a drop down menu. Select what format to export to from the menu. 



You can also click the blue engagement tiles on the Edit Contact > Contact Profile page.

3. Export SMS Messages

Similarly, if you utilize the SMS program, you can export a list of SMS messages received by a number in the same manner. Simply navigate to your SMS contact list, choose the specific subscriber record, click "Mailings Sent" and choose to Export.

4. Deleting Contacts

Under GDPR guidelines, data subjects have the right to deletion of their data. There are several ways to delete contacts from your account:

• Delete one contact email record
  For a one-off request from a specific subscriber, you can navigate to the individual record on the Contacts page, click on the drop down menu of the Edit button, and choose Delete. A confirmation pop up will appear for you to confirm the delete or cancel.

• Import a CSV to delete multiple email records
  Once the delete functionality is enabled for your account, you will see the "Remove Contacts" tab on the left hand side of the Contacts dashboard. Upload a CSV that includes the email addresses you would like to delete and confirm your upload. As with the manual delete, this job will run within minutes.
  
  
  
• Delete emails via API
  Our API calls include the ability to request a contact to be deleted. 

Important notes about deleting contacts from your account

1. This is an enabled feature that must be requested by the contract signer. Please send feature enablement requests to support@delivra.com.
2. Once enabled at the account level, the ability to delete contacts will be added to most permission roles. Consider which administrators and roles you want to give the ability to delete contacts.
3. Once you confirm to delete a single record or import a file of email records to be deleted, the process completes within minutes. This action cannot be undone. Please use with caution.
4. Delivra representatives will not perform a contact delete on your behalf.

5. Update Tracking Preference

As noted above, subscribers are able to update their own tracking preferences if you are using a hosted Subscribe Form or Preference Center. You also have the ability to update tracking preferences by:

• One-Off Update
  Navigate to the individual record on the Contacts page, click on the drop down menu of the Edit button, and choose "Edit". On the top-right of the contact profile you can change their tracking from "Allowed" to "Not Allowed". 
• CSV Import
  You can bulk update multiple users tracking preferences or include tracking preference in your regularly scheduled CSV imports by adding a "Tracking" column to your CSV.

• • Custom mapping may be necessary if you are using a custom FTP. 
    
    
    
• API
  Our API calls will now include the ability to request a contact to be deleted.

Forms

The form editor allows you to make your Subscribe Forms and Preference Centers compliant with options to officially authorize marketing emails and to opt in or out of behavioral tracking. 

Email and Tracking Authorization Fields

You will notice two fields available to add to any Subscribe Form or Preference Center. These are Email Authorization (Allows subscribers to give explicit content to receive emails) and Tracking Authorization (Allows subscribers to give explicit consent for behavior tracking) fields. When added to your form they can be made required fields. Additionally, you can add any language you want to those field descriptions. 

Simply drag in a layout element, add your consent fields, and edit the Field Labels and required checkbox!

Campaigns

Our compliance goes beyond just contact records and forms—we added a few "behind the scenes" features as well. At the time that your campaign sends, our system will detect if the recipient has opted out of behavioral tracking. We will then remove the tracking pixels and tracking tags from all emails being sent to recipients that have specified that they do not want their behavior tracked. 

Integrations

Per GDPR guidelines, when a subscriber is deleted from an account, all related activities from the contact record will be removed and the contact email address will be deleted from the database.

If you have an integration bringing contacts into Delivra, what happens if an email address gets deleted (per GDPR) but the contact still exists in an outside CRM or data source? Ex: Netsuite, Salesforce, etc.

The answer is that if the contact did not unsubscribe in Delivra first, it will be re-imported into Delivra.

But, if the contact did unsubscribe in Delivra before the deletion occurred, that email address can never be added back to Delivra. This is the desired behavior to remain compliant with GDPR.

It is best practice to unsubscribe the contact before running the delete action.

Getting Help

If you have questions or concerns not covered in this article, please contact Support or Client Success teams.