In Omnisend, each contact can have a different subscription status for every channel. For example, a contact may be subscribed to Email but unsubscribed from SMS or Push Notifications.
You can track these subscription trends directly in your Contacts list and easily manage unsubscribed users by creating a dedicated segment for them. In this guide, we’ll show you how to segment and manage your unsubscribed contacts effectively.
Before You Start
Omnisend automatically adjusts your Email Campaigns and Automation workflows so the message won't be sent to unsubscribed contacts. The only exclusion is the transactional messages that can be sent to all contacts, regardless of their subscription status.
The email and SMS channels have dedicated pages that customers will see after they choose to unsubscribe. Learn more about the Unsubscribe page for the Email channel and different opt-out instructions for the SMS channel.
Contact List and Profile
Under the Audience tab → Contacts List, you can see the different subscription statuses of your contacts for each channel. Learn more about the Contacts List.
Note! A hyphen (–) in a channel’s status means that no subscription status has been recorded for that contact yet. In other words, the contact has not subscribed, unsubscribed, or been synced as non-subscribed for that channel.
On the Contacts list, click any contact to open their profile page. On the right side, the Channels section shows the contact’s subscription status for each channel, while the Details section provides the opt-out date and reason for every channel. Learn more about Contact Profile.
Creating a Segment of Unsubscribers
You may create a Segment of the Unsubscribed contacts to check aggregated data.
Step 1. Go to Segments → Create a segment → Create from Scratch → Add Filter.
Step 2. Select Subscription Status filter → set the status to Unsubscribed from the channel you need. You can select one channel or multiple channels.
With this Segment, you are checking the current status of your contacts based on different channels, Email, SMS, and/or Push Notifications.
💡 If contacts opt out of your marketing and then subscribe again, the last opt-out date and the reason will be listed in their profiles.
Segment Based on Unsubscription Reason
You may also filter your contacts based on the reason for unsubscription. For this, choose the filter Opted out → Reason → 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 the 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 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.
💡 If you have inactive (unengaged) contacts in your account, it is recommended that you change their status to unsubscribed instead of deleting them. Unsubscribed contacts will never receive emails from you, it won't impact pricing, and you will retain information about your customers, unsubscription reasons, 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].