How do opt outs work? If a contact opts out, do I need to do anything?

Depending on your company's settings, recipients can opt out from an individual sender and/or from higher levels within your organization such as by office, business line or region. Recipients may also be given the option to opt out or into certain lists.

Once a contact has opted out, you will not be able to send to them any more.

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Process Opt Outs

Most requests to opt out will be automatically handled by the system.

  • If a recipient opt outs via the in-built template unsubscribe or opt out functionality, the opt out will be automatically handled by the system.
  • If a recipient requests to be opted out by replying to the plain text version, most of these requests will also be automatically handled by the system.

However you will need to manually process opt out requests in the following cases:

  • If you receive a reply to a campaign where a recipient requests to opt out.
  • If a reply to a campaign where a recipient requests to opt out is received by the system and stored in Reports (see below).
  • If a recipient contacts you directly by phone or email and requests to opt out.

Check Campaign Replies

To check and sort the replies for a campaign:

  1. Click Reports in the main navigation menu.
  2. Click the name of the campaign.
  3. Click the Interaction tab, and then the "Replies" text link. By default the top line of each reply will state "Status: Not Actioned (Update)".
  4. If you need to action a reply as an opt out, click the "Update" text link. Then click the "Opted Out" text link.

Opt Out a Contact

To manually opt out a single contact:

  1. Click Contacts in the main navigation menu.
  2. Locate the contact by entering a full or partial name or email address in the Search box.
  3. Click the down arrow icon next to the contact, and select Opt Out.

Bulk Opt Out Contacts

To manually opt out several contacts at once:

  1. Click Contacts in the main navigation menu.
  2. Under the "Advanced" drop down menu, select Opt Outs.
  3. Click the Add Opt Out button.
  4. Copy and paste the email addresses from your records into the Email Address(es) box - either separated by a semi-colon (;) or one per line.
  5. Click the Add button.
NOTE: The "opted out" classification for each contact will not display until you have attempted to add the contact to a campaign. To manually trigger the "opted out" label to display, add the opted out contacts to an in progress campaign. The system will display an error message saying they cannot be added as they are opted out, but this will also trigger the process that runs to display the "opted out" classification label.

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