How do I handle unsubscribes?
It’s not necessary for you to manually update or delete contacts who unsubscribe from your mailing list. When subscribers click on the ‘Unsubscribe’ link in your email, the platform automatically updates your lists to keep a record of which contacts not to send to.
We don’t recommend removing unsubscribed contacts from your lists – deleting them removes any record of unsubscribes and if they’re accidentally re-imported they may receive unwanted emails.
When a contact unsubscribes, they’ll still be part of your mailing list but won’t be sent any mail. This could be the reason why some contacts do not receive your mail.
To manually unsubscribe contacts:
- Hover over the Database Management icon (person with a cog) in the platform navigation and click Manage Contacts.
- Use the Search function in the top right to find the relevant contact by their email address, mobile number, or unique ID.
- Select the contact you want to unsubscribe and click Edit in the action bar.
- Find the relevant list and check their email, mobile, and / or push notification subscriptions until the check box has an orange box around it (you can view the legend at the very bottom of this screen) to set the contact to ‘Unsubscribed’ so they won’t receive any message on that channel for that particular list.
If you set the master status to ‘Off’, the contact won’t receive any mail, regardless of the list they’re in.
Please note: If a contact unsubscribes from a mail, but you’ve sent that mail to multiple lists and a contact is on one or more of them, the system will randomly select the list to unsubscribe them from. So list management is really important.
Notifications
You can ensure that you’re aware of unsubscribes by setting up notifications when you create your list.