Customer Syncing Behavior
Offset's Campaign Monitor integration syncs your entire Customer list from Offset to Campaign Monitor.
This list is called “Customers (Full Sync with Commerce - DO NOT DELETE).” We recommend using only this list and segmenting from it, as it contains the magic links feature for customer auto login, and will keep your subscriber count accurate. Adding additional lists will increase your subscriber count, which can push you into a higher subscriber tier and increase your cost unnecessarily (if you are on a monthly plan.)
When building a campaign, Campaign Monitor allows you to "import subscribers" or "add new subscribers" which essentially adds a new list for those users alongside your existing synced list, and might duplicate those subscribers.
IMPORTANT: If you are on a monthly plan, you may want to filter out your inactive customers from Campaign Monitor and avoid adding additional lists of customers to avoid inflating your subscriber count unnecessarily.
Optional Setting To Filter Out "Inactive" Offset Customers
If you have a large list of "Inactive" customers in Offset, there is an integration setting that will delete those subscribers from Campaign Monitor so they aren't e-mailable or counted in billing for monthly plans. Please reach out to our support team if you would like to activate this. You can deactivate selected customers in bulk from the Customers page, under the "Bulk Edit" option.
NOTE: With this setting activated, deleted subscribers in Campaign Monitor still stay in Campaign Monitor and will be automatically set back to "Active" in Campaign Monitor if they are made "Active" in Offset.
When Customers Unsubscribe From Marketing Emails
Customers who unsubscribe from your Campaign Monitor emails will show as "Unsubscribed" in Campaign Monitor, and Offset will update the Marketing Opt-In status of that customer accordingly.
NOTE: If you edit a customer in Offset to indicate they don't want marketing emails, Offset currently does NOT push into Campaign Monitor. However, this information is included in a customer field called marketing_opt_in in Campaign Monitor and can be filtered out when building your segments.
Real-time vs. Manual Syncing
Our Campaign Monitor integration supports some real-time syncing for key customer fields, ensuring your email segments and personalization stay up-to-date without manual effort.
Currently synced in real-time:
Email address changes
Account status (active/inactive)
Last order date
Total order count
Lifetime value / total order amount
These updates occur automatically whenever relevant customer or order changes are made.
Fields requiring manual sync:
All other customer details, such as name, address, phone number, group memberships, and club affiliations.
Updating Customer Email Addresses
If you update a customer's email address in Offset, the new email address is synced as a new subscriber in Campaign Monitor. The older email address remains in Campaign Monitor but is unsubscribed.