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Non-Subscribed Contacts

Discover why some of your contacts are synced as non-subscribers

Ira avatar
Written by Ira
Updated over 2 weeks ago

The contacts added to your audience can have different subscription statuses for each channel; however, only subscribed customers can receive your marketing emails. Those contacts that provide their data (email, phone number) but do not subscribe to receive your marketing are added to Omnisend with Non-subscribed status.

In this article, we will explain what contacts may have non-subscribed status and what type of messages you can send to them.

Contacts with Non-Subscribed Status

First, let's answer how contacts with non-subscribed status are added to Omnisend.

The customer may provide his credentials and not opt-in to receive your marketing while:

  • placing the order;

  • abandoning a cart;

  • creating an account in your store;

  • contacts import from the file (check the status mapping instruction).

There are a few ways to connect with your customers if they opt in to something other than your marketing. That's why opt-in collection should take a special place within your marketing strategy.

Messages Sent to Non-Subscribed Customers

In contrast to marketing campaigns, automated emails can be triggered at different stages of your customer's journey. Since these messages are related to your contacts' orders or the products they found interesting, Omnisend triggers an automation workflow for them.

The table below outlines which contacts, based on their email subscription status, will receive automated email messages. You can review and adjust these settings based on your preferences, marketing practices, and the regional regulations you need to comply with.

Learn more about the SMS channel and message types that can be sent to different contacts here.

EMAIL CHANNEL

SUBSCRIBED

NON-SUBSCRIBED

UNSUBSCRIBED

Campaigns

✔️

Welcome Automation

✔️

Birthday Automation

✔️

Abandoned Cart Automation

✔️

✔️

Abandoned Checkout Automation

✔️

✔️

Product Abandoned Automation

✔️

✔️

Browse Abandoned Automation

✔️

✔️

Order Confirmation Automation

✔️

✔️

✔️

Shipping Confirmation Automation

✔️

✔️

✔️

Cancellation Confirmation Automation

✔️

✔️

✔️

Order Follow-up and Cross-Sell Automation

✔️

✔️

Customer Reactivation Automation

✔️

✔️

Back in Stock Automation

✔️

✔️

Product Reviews Automation

✔️

✔️

Replenishment Reminder Automation

✔️

✔️

Custom Workflow

✔️

✔️

Any custom workflow based on a segment or anniversary

✔️

Any workflow based on a custom event

✔️

✔️

✔️

💡 To control the sending of automations like the Abandonment series to non-subscribed contacts, use the Workflow Channel Settings to define sending logic instead of relying on manual audience filtering. Additionally, workflows based on Custom Events can also be adjusted with workflow settings to prevent sending messages to unsubscribers.

Collect Customers' Opt-ins

The best way to collect your contacts' opt-ins is by using the signup forms created in Omnisend. You can choose from options such as Popups, Flyouts, Wheel of Fortune, Landing Pages, and more. Additionally, you can collect opt-ins through the integrated forms available in your store.

Other ways to obtain your customers' opt-ins in your store include the 'Accept marketing' checkbox at the check-out or the import of the contacts with subscribed status from the integrated apps.

If your ecommerce platform doesn't offer the checkbox at the check-out page, all contacts will be synced with non-subscribed status. As one of the workarounds, we suggest adding a link to the Landing Page signup form to the content of your transactional message. It may even help you re-engage the contacts that didn't check the checkbox or give you a chance to ask a few more questions by adding several input fields to the subscription form.

💬 Check our article to find out how you can use our Signup forms to collect more information about your contacts.

Convert Non-Subscribed Contacts

Other services may record your contacts' opt-ins differently than Omnisend. If that is the case, no worries. There is an option to convert your non-subscribed contacts to subscribers.

⚠️ You should convert your contacts manually only if you have proof of consent for each of them. Omnisend will not be responsible for bounced emails or spam complaints that manually converted subscribers may generate.

You can always check your contacts' channel subscription status using the Create segment option in the Audience tab → Segments → Create Segment → Create from Scratch.

To convert your Non-subscribed contacts to Subscribers, follow the steps below:


1. In the Saved segment settings, mark the checklist next to the contact (-s) you wish to convert.

2. From the Actions drop-down menu, choose Convert to subscribed.

3. The Confirmation modal will appear; choose which channel you have the opt-in for and click on the Convert button.

That's it! Your non-subscribers will be given the opt-in record and moved to the Subscribed list.

⚠️ Be aware that this increase in your subscribed contacts number might generate adjustments in your monthly fee if you use our Standard or Pro plan. Please check the prices here.

Note that Omnisend doesn't take any actions with your non-subscribed contacts. We don't remove or suppress them.

If you are still looking for the answer to your question, reach out to our Support Team via in-app chat or at [email protected].

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