At Omnisend, we provide you with the ability to offer a multi-channel experience to your customers. However, each has certain restrictions and ways to collect your customers' opt-ins. Continue reading this article to learn more about the different statuses for each channel.
Before You Begin
Depending on how your contacts are imported, they will be added with Subscribed, Non-subscribed, or Unsubscribed status. Learn how you can define your contacts' subscription statuses on import.
Some of the channels might not be available for your store platform. Check the corresponding article for the details.
Please note that you can collect push subscribers as standalone contacts. We also merge the email/SMS information provided during the checkout process with the push contact, avoiding the creation of separate contacts and potential price inflation.
Contact Subscription Statuses
Each channel has three different statuses. Here is a brief explanation:
Subscribed - a customer has opted-in for that channel and accepts your marketing. Feel free to send them your promotions through that channel.
Non-subscribed - your clients' contact details have been recorded on your website during actions such as making a purchase, abandoning a cart, or creating an account, but they have never subscribed to your newsletters. You cannot send your promotional communication to non-subscribed clients. Check the dedicated article for more information on the non-subscribed status.
Unsubscribed - customers who used to be your subscribers but decided to unsubscribe from your marketing through that channel. You are not allowed to send any promotional communication to them, and this rule violation may result in your account suspension.
Contact Subscription Statuses & Message Types
Each channel defines what statuses and when each of your contacts can have. Automations are configured based on these statuses, but you have full control to review and adjust workflow channel settings as you prefer.
The tables below outline which contacts, based on their channel subscription status, will receive automated messages. You can use this as a guide to understand how contact statuses are handled and make adjustments based on your needs.
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 | ✔️ | ✔️ | ✔️ |
⚠️ Important: Automation workflows triggered by custom events will, by default, send emails to unsubscribed contacts. To ensure emails are only sent to the right audience, use the Workflow Channel Settings to define sending logic instead of manual filtering.
The tables below outline which contacts, based on their channel subscription status, will receive automated SMS. You can use this as a guide to understand how contact statuses are handled and make adjustments based on your needs.
Please be aware that according to CTIA regulations, transactional messages like Order, Shipping, and Cancellation Confirmations are not and will not be delivered to the US market. This is because CTIA requires all SMS recipients to provide explicit opt-in consent, even for transactional messages. Therefore, these types of messages can only be sent to subscribed contacts in your Audience.
SMS 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 to EU and all countries except the USA | ✔️ | ✔️ | ✔️ |
Order Confirmation Automation to the USA | ✔️ |
|
|
Shipping Confirmation Automation to EU and all countries except the USA | ✔️ | ✔️ | ✔️ |
Shipping Confirmation Automation to the USA | ✔️ |
|
|
Cancellation Confirmation Automation to EU and all countries except the USA | ✔️ | ✔️ | ✔️ |
Cancellation Confirmation Automation to the USA | ✔️ |
|
|
Order Follow-up and Cross-Sell Automation | ✔️ |
|
|
Customer Reactivation Automation | ✔️ |
|
|
Product Reviews Automation | ✔️ | ✔️ |
|
Replenishment Reminder Automation | ✔️ | ✔️ |
|
Custom Workflow | ✔️ |
|
|
Identifying Subscription Status
To see what channel your client is subscribed to, use the Segmenting functionality in the Audience tab → Segments list.
To select only those contacts who subscribed to one of your channels, choose Create segment → Create from Scratch →Add Filter → Subscription channel is subscribed → Choose the channel.
To see the Non-subscribed or Unsubscribed for particular channel contacts, use the same filtering functionality; choose the status you need to see.
If you are still unable to find the answer to your question, contact our Support Team via in-app chat or at [email protected].