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Segment of the Unsubscribed Contacts
Segment of the Unsubscribed Contacts

Learn how you can check the opt-out reason

Ira avatar
Written by Ira
Updated over a week ago

In Omnisend, the same contact may have different subscription statuses for each channel: Subscribed to Emails and Unsubscribed from SMS or Push Notifications.

Therefore, we don't keep a Suppression list but only allow you to check your contacts' statuses by creating a Segment of the contacts unsubscribed from the chosen channel.

Before you start

The Customer account

You may see the status of your contact denoted in red under the Contact list.

By opening your customer profile, you may also check the date their subscription status changed to unsubscribed and why that happened.

πŸ’‘ The information in the customer's profile provides the reason and the date of the last opt-out. If your customer subscribes again, the opt-in time will be later than the opt-out one, and the subscription status will be set to Subscribe.

Creating a Segment of the Unsubscribers

To check aggregated data, you may create a Segment of the Unsubscribed contacts.

Go to Audience β†’ Segments β†’ Create Segment β†’ Create from Scratch β†’ Add Filter.

Select Subscription Status Filter β†’ set the status to Unsubscribed from the channel you need (in our case, it's Email).

With this Segment, you are checking the current status of your contacts. If they opt out of your marketing and then subscribe again, they will have the last opt-out date and the reason listed in their profiles.

Using Segments, you may check the subscription status for the Email, SMS, and Push Notifications channels.

You may also filter your contacts out based on the reason for unsubscription. For this, choose the filter Opted out β†’ Reason β†’ select the reason from the list.

Here's the list of reasons you will find:

  • Personal preference - customers who unsubscribed via the link in the marketing message or via the preference management link;

  • Bounced - when the customer's email address is reported as undeliverable;

  • Reported as spam - when the customer reports your emails as spam;

  • Were manually unsubscribed - when Omnisend account user unsubscribes the customer or when the import file contains the opt-out date field for the contact that is later than the opt-in one;

  • External changes - when the customer unsubscribed on your website (customer status changes to unsubscribed one in your store admin) or when the status of the customer is changed with the API request;

  • Other - different reasons (not stated above) or due to the changes in Omnisend pricing.

πŸŽ“ If you have inactive (unengaged) contacts in your account, changing their status to Unsubscribed instead of deleting them is recommended. Unsubscribed contacts will never receive any emails from you; they won't impact pricing and will keep the information about your customers, unsubscription reason, and more.

⚠️ To restore accidentally unsubscribed contacts, the file with your contacts import should contain the opt-out date later than the opt-in one.

Didn't find the answer to your question? Reach out to our Support Team via in-app chat or at [email protected].

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