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.
Contents
Before you Begin
Contact Statuses
Subscription Status VS Marketing Add
Identifying Subscription Status
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 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 the purchase while 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 communication to them, and this rule violation may result in your account suspension.
Subscription Status VS Marketing Add
Each channel defines what statuses and when each of your contacts can have. Omnisend determines what type of messages your contacts can get depending on the contact status.
While the non-promotional (order-related) Email can be sent to all contacts, despite their subscription status, SMS and Push Notification can be sent to subscribed contacts only.
EMAIL CHANNEL | SUBSCRIBED | NON-SUBSCRIBED | UNSUBSCRIBED |
Campaigns | ✔️ |
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Welcome automation | ✔️ |
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Birthday automation | ✔️ |
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Abandoned Cart Automation | ✔️ | ✔️ |
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Product Abandoned Automation | ✔️ | ✔️ |
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Browse Abandoned Automation | ✔️ | ✔️ |
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Order Confirmation Automation | ✔️ | ✔️ | ✔️ |
Shipping Confirmation Automation | ✔️ | ✔️ | ✔️ |
Cancellation Confirmation Automation | ✔️ | ✔️ | ✔️ |
Order Follow-up and Cross-Sell Automation | ✔️ | ✔️ |
|
Customer Reactivation Automation | ✔️ | ✔️ |
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Back in Stock Automation | ✔️ | ✔️ |
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Product Reviews Automation | ✔️ | ✔️ |
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Replenishment Reminder Automation | ✔️ | ✔️ |
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Custom workflow | ✔️ | ✔️ |
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Any custom workflow based on a segment or anniversary | ✔️ |
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Any workflow based on a custom event | ✔️ | ✔️ | ✔️ |
Note! Automation workflows based on custom events will send emails to unsubscribed contacts. If you don't want to send emails to unsubscribed contacts, add an Audience filter to exclude unsubscribers (Segment is NOT unsubscribers). Also, add an exit condition 'Contact enters a segment - Unsubscribers'. So, anybody who unsubscribes while in this workflow will exit it immediately.
The table below defines which SMS types can be sent to different types of contacts in your Audience. Please be aware that according to CTIA regulations, transitional messages like Order, Shipping, and Cancellation Confirmations are not and will not be delivered to the US market. 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 | ✔️ |
|
|
Product Abandoned Automation | ✔️ |
|
|
Browse Abandoned Automation | ✔️ |
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Order Confirmation Automation to EU and all countries except the USA | ✔️ | ✔️ | ✔️ |
Order Confirmation Automation to the USA | ✔️ |
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Shipping Confirmation Automation to EU and all countries except the USA | ✔️ | ✔️ | ✔️ |
Shipping Confirmation Automation to the USA | ✔️ |
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Cancellation Confirmation Automation to EU and all countries except the USA | ✔️ | ✔️ | ✔️ |
Cancellation Confirmation Automation to the USA | ✔️ |
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|
Order Follow-up and Cross-Sell Automation | ✔️ |
|
|
Customer Reactivation Automation | ✔️ |
|
|
Product Reviews Automation | ✔️ |
|
|
Replenishment Reminder Automation | ✔️ |
|
|
Custom workflow | ✔️ |
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|
Identifying Subscription Status
To see what channel your client is subscribed to, use Segmenting functionality in the Audience tab → Contact list.
To select only those contacts who subscribed to one of your channels, choose to Create segment → 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 looking for the answer to your question, reach out to our Support Team via in-app chat or at [email protected].
