Solicitable data in Ignite Growth Platform

Now available! Download our new solicitable list template, featuring pre-formatted fields for your ad-hoc data submissions.

Overview

Ignite Growth Platform lets you manage the solicitable status of individuals in your database — particularly those marked as Do Not Solicit (DNS) to respect their communication preferences. Updates can be made at either a global or channel level and anyone with a DNS status is automatically excluded from your audience.

Updating solicitable status

You can update a person’s solicitable status in three ways:

• Data submissions: Regularly sent by your organization in a dedicated solicitable list, or as part of your encounter or call center data. See our data submission guides for details on each file type.
• Marketing automation: If you're using an integrated marketing automation tool like Eloqua or Salesforce Marketing Cloud, global email unsubscribes captured there will automatically update the person's email-channel DNS status in Ignite Growth Platform.
• Ad-hoc requests: If you need to make changes outside of your regular data feeds — perhaps for non-patients or if you just a few contacts to update — submit a support ticket and we can assist.

Note: How your organization chooses to submit solicitable data depends on where that data is stored. For example, if solicitable status is updated in your EHR, it may be submitted with your encounter data. If the status is maintained in a separate spreadsheet, a solicitable list likely works best.

If you have questions or need additional guidance, connect with your Account Manager.

Global vs. channel-specific statuses

There are two types of solicitable statuses used to update the database:

• Global solicitable: Applied when an individual should not receive any communications from the health system, regardless of channel.
• Channel solicitable: Applied when an individual should not receive communications through specific channel(s) — for example, they don’t want to receive emails but are still open to direct mail.

To ensure the most accurate and up-to-date status is reflected in the platform, we’ve established some key rules:

Global overrides channel

If a global solicitable status is provided, it overrides any channel-specific statuses.

For global, last loaded wins

If you provide global solicitable status from multiple sources, the most recently loaded status takes precedence by default. For example, a solicitable list is loaded first with an N value (Do Not Solicit) in the global_solicitable field, followed by an encounter data file with a Y value (Solicitable). The status in the encounter data overrides the solicitable list.

That said: We recommend establishing a single source for solicitability updates to avoid unintended overrides. Going back to the example:

Let’s say you regularly submit both encounter data and a solicitable list, but always want the solicitable list to be the final word on global status. For the global_solicitable field in your encounter data file, use Null as the default value, as it does not override a previously supplied N (Do Not Solicit) or Y (Solicit) value in the solicitable list.

Tip: If you’re currently using multiple sources to update solicitability and need help consolidating to a single source, submit a support ticket.

For channel, hierarchy applies

If no global solicitable status is provided, any channel-specific status is recognized instead. Because multiple data sources can include solicitable status, we follow a hierarchy to determine which source is used:

For email:

1. Marketing automation
2. Solicitable list
3. Other data sources

For phone (including SMS):

1. Call center file
2. Solicitable list
3. Other data sources

For all other push channels:

1. Solicitable list
2. Other data sources

In cases where sources are tied, DNS wins. Additionally, explicit opt-outs or opt-ins always have priority over other solicitability information.

Solicitability and Unmastered Persons

Solicitability updates from data submissions: Solicitable lists can include less than masterable information, such as an email address or phone number. These submissions create Unmastered Person records and update the solicitability status  across all records (Fully Mastered and Unmastered) that share the same contact details.

• When you submit an update for an email address and/or phone number, the new contact information will be added to the person’s record.
• If you provide a new channel solicitability status with the updated email or phone number, the status will also be updated.
• If no new channel solicitability status is provided, the existing status will remain.

For example, if a list includes only an email address and it’s marked as DNS, any existing record with the same primary email will also be marked as DNS.

Solicitability updates from activity responses: If the request comes in and there isn't a matching contact at that time, it's considered an orphaned DNS submission. Once there is a matching contact, that unsubscribe request is applied automatically.