Contact unsubscribing in automation

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1

Hi guys,

I have a question regarding unsubscribes. It is my understanding that if you have a contact who is in two lists (List A & List B) and you send a campaign to list A - when that contact unsubscribes he is unsubscribed from List A, but still subscribed to List B - Is that correct?

How is this handled within automations? Let’s say I have an onboarding automation that contains a sequence of e-mails when they become a customer for a certain product. At the beginning of the automation, I add the contacts to a separate list to which I might send related e-mails that are not part of the onboarding sequence. What list are contacts unsubscribed from when they click an unsub link in one of the e-mails within the automation?

Thanks for your assistance!

Kristoff

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2

I would like to know the same thing. I’m hesitant to send emails via automations because of this.

3

This is what I got from HelpDesk in response to this question:
In that instance, the unsubscribe link would remove them from all of the lists they’re subscribed to.

4

This is kind of worrying.

My clients are in two lists: a customer information list and a marketing list.

This means in my case that a client who unsubscribes via an automation would get unsubscribed from both the marketing as well as the customer communication.
So they would stop receiving the customer information. This is unfortunate 'cause that is why I have them in two lists in the first place. So they could unsubscribe from the marketing stuff without loosing important client info.

5

The thing that I do to get around this is this:

I create the unsubscribe link REALLY REALLY REALLY small and have it say “If you wish to be unsubscribed from everything and NEVER receive emails EVER again, click here to unsubscribe” or something like that (my email list is Japanese, so I write it in Japanese).

Then above that, in regular sized letters I create a link saying “I am not interested in this topic”, and when the person clicks the link it stops the automation (you can do this easily using the GOALS feature), then when the person clicks to unsubscribe, they are only unsubscribing from the list and the automation, but still continue to receive other emails from you.

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6

Hi ‘iu-connect’, that’s an interesting approach. Thank you for sharing!

7

@iu-connect What sort of link did you use for “I’m not interested in this topic” ? Tried using ‘%UNSUBSCRIBELINK%’ but the GOAL feature doesn’t recognise it when I try to set the conditions within the goal. Many thanks.

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8

I am sorry for being so late. You may not be paying attention, but other people may see this so I’m going to answer.

My user-base is Japanese, so I try to avoid sending them to the %UNSUBSCRIBELINK% because it goes to a page in English.

I actually just put in a link to my website

Then, I have an automation that is triggered whenever anyone clicks on that link that ends the automation for them.

If your automation has more than 10 emails it can get cumbersome to build, but it is worth it.

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9

I am having the same issue, there is a more recent thread on this here Unsubscribe link in automation emails takes them off ALL lists

With the unsubscribe headers being added prominently to the top of email clients like gmail and iOS mail, this definitely needs to be addressed!

10

Hi all,

Biannca here from our CX team, sorry we missed this when it was originally published.

In the spirit of providing insight on this question, we have updated our unsubscribe management in automations.

Now, you can specify which list(s) a contact can be unsubscribed from when they click the unsubscribe link via the “Manage Emails” button.

Please see our guide: How to manage unsubscribes and list associations in automations for more information.

Please don’t hesitate to reply back out or email us at help@activecampaign.com if you have any further questions.