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Subscription Management

Heather
  • Updated
The following article covers everything you need to know about subscription management.
 

Email Preference Center

We advise implementing the Email Preferences Center to ensure that customers can opt in or out of specific emails instead of opting out of all communications at once. This way, you'll be able to minimize the number of customers who opt out of all communications.

 

Email Customer 360 Consent History

You can check the consent history of every client by using the Customer 360 screen. In the new tab, you can find your users’ current subscription statuses, as well as previous statuses and the source of the subscription.  

 

Managing the Unsubscribe List

As part of your Email configuration stage, you will be required to choose how you'd want to manage the unsubscribe list:

1. The unsubscribe list is fully managed by you
2. The unsubscribe list is fully managed by Optimove (preferred) 
 

The Unsubscribe List Is Managed by You

If you manage unsubscribes on your own and wish to sync your unsubscribe list with Optimove, you have several options available: API, real-time events, CSV file upload, or including the data in your batch uploads. Please reach out to your CSM to discuss which method is best for your needs.

 

The Unsubscribe List Is Fully Managed by Optimove

If Optimove manages the unsubscribes, and a customer clicks on Optimove's unsubscribe link, the global unsubscribe list related to your brand will be updated by default.

In cases where your customer didn't unsubscribe using the Optimove unsubscribe link, for example, via their account settings on your site, or as part of a signup form, you can keep the unsubscribe list fully synced with Optimove using one or more of these five options:
 
1. The Optimove Unsubscribe Link
2. The Optimove API
3. Real-time Event
4. Update your list by sending the users as part of the batch data update file
5. The Subscription section on the Settings screen
 
Please note:
While you have many options for managing unsubscribes, it is mandatory for double-layered unsubscribe protection to update your suppression list manually via the Subscription area of your Settings, and/or the Optimove API.
 

1. The Optimove Unsubscribe Link

Optimove automatically tracks which customers click on the unsubscribe link in your emails. Once a customer clicks on the unsubscribe link, Optimove adds their email address to your brand’s global unsubscribe list.

During your Email configuration stage, you will need to provide the short text that you wish to use ahead of your unsubscribe link.
 
Once configured, you will be able to add the unsubscribe link to your emails directly from both the HTML and visual template editors.
 

2. Updating the Unsubscribe List Using the API

An additional option to keep Optimove's unsubscribed list updated is by setting up this API call.

When having the unsubscribed list updated using this API call, it is extremely important to have an extra layer of protection. Even if the relevant attribute to exclude unsubscribes will not be added to a Target Group (as explained above), this API call ensures that Optimove will drop unsubscribed customers, and they will not receive emails under any circumstances (these customers will be considered as “Dropped” in the Channel Metrics report).
 
Additional API calls
 
You can add or delete email addresses to/from a global unsubscribe list of a particular brand using the Optimove API.

 

3. Updating the Unsubscribe List using a Real-time SDK Event

You can easily set a real-time event and update your unsubscribe list immediately after your customer has taken a specific action. 

 

|| For example:

Your user can decide to unsubscribe by clicking on a dedicated toggle/button. After the click, Email will receive the event and update the subscription list in real-time.

This event provides the ability to update the subscription status of each client in real-time. After reporting this event, your customers' subscription status will be updated in the SendGrid suppression list (includes or excludes the relevant email address) and in the Email unsubscribe attribute. Before implementing this event, please ensure that the Basic Setup steps above have been completed to add the SDK to your site.   
 
Event structure:
optimoveSDK.API.reportEvent('consent', 
{ 
"opt_in": false/true, 
"brand": "brand Id", 
"event_origin": "sdk", 
"identifier": "email address", 
"execution_method": "email", 
"channel_id": 15})

 

Please note:

We will update both unsubscribes and subscriptions based on your customers’ actions. To be able to update the Unsubscribe List using the SDK event, you must already be using Track and Trigger.  

 

You can also update the subscription status of each customer in real-time using a server-side API event. Find out more about the Consent Management server-side event here. 

 

4. Update your Unsubscribe List by sending the users as part of the batch data update file

You can include your most updated subscription status for every user by sending it through the batch data update. By doing that, our system will update the Email Unsubscribe attribute with the latest information once a day. 

 

To send the list as part of the batch data update, you need to adjust your data based on this structure:   
  1. Email address  
  2. Timestamp - dd/mm/yy - hh:mm (time and date) 
  3. Subscription status - Opt-in = true/false   

 

5. The Subscription section on the Settings screen

Add or remove unsubscribers using a CSV list directly from your Optimove site via the Subscription section in your Settings area (available for Admins only). 

To do so:
  1. Go to the Subscription section in the Settings area
  2. Choose the brand you’d like to update
  3. Select whether you would like to add unsubscribers or re-subscribers
  4. Upload a CSV file with the relevant email addresses
image (55).png
 

|| Please note: the changes will take place in real-time. 

 

Extracting a List of Your Unsubscribed Customers

Using the Customer Explorer

Every customer within your customer base is assigned a dedicated attribute called “Email Unsubscribed”. Therefore, you can build a Target Group and export the list of unsubscribed customers.

 
To do so:

1. Go to the Customer Explorer

2. Add the customer attribute: “Email Unsubscribed” Equals [your brand’s name], as shown in the image below

 

Please note:

If you would like to use the Email Unsubscribed attribute in order to filter the unsubscribed users out of another Target Group, the criteria should be: “Email Unsubscribed” Does not equal [your brand’s name]

 

3. Download the list as a CSV

 

You can utilize the “Email Unsubscribed” attribute to find customers who have unsubscribed, analyze their behavior, export them to a CSV file as presented above, or add/exclude them to/from Target Groups.
 
Adding this attribute to email campaign Target Groups will ensure that unsubscribed customers will not receive the email.
 

Using the Settings Area

This option is available for Admins only:

 

1. Go to the Settings area.

2. Under Subscription, choose the relevant list and click “Export unsubscribe list”

image (56).png

 

3. Choose the time range and click Export. 

 

image (57).png

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