Each communication type has configurations for behaviors when unsubscribing or complaining (a behavior is how the system handles a contact in these situations). The behaviors are already configured by default, but you can check if these configurations are suitable for your use and modify them if necessary. The possible configurations will differ depending on whether you have enabled the consent centre.
Access path: Project → Consent Management→ Communication Types |
Requirements
- Create a communication type
- Have the permission to edit these parameters.
If the link to edit or delete is grayed out, it means you do not have the permission to perform this task.
How-To
Go to the communication type you want to consult/modify the behavior for opt-outs or complaints. Then, find the Opt-outs section:
The On opt-out option is not available when the consent centre is not activated. With a consent centre, a contact will usubscribes from a communication type instead of all the communications of the project.
When consents are assigned to a communication type, the behavior of sendings is modified accordingly. However, when there is no consent centre, by default, the application deactivates the contact following an opt-out.
In the event of an email complaint, the contact is, by default, added to the email kill file and then deactivated. They therefore no longer receive any communications from the project, regardless of the channel.
It is also possible to add the contact to the kill file without deactivating it, in order to continue sending messages to them through other channels. Activation of this option is done upon request.
| Note: SMS complaint management is configured independently of email complaints. |
For each behavior, select how you would like the contact to be processed (modify the contact's status, add the contact to the kill file or the opt-out list.
| Desactivate | The status of the contact changes from Active to Deactivated. A deactivated contact will not receive ANY communication associated with the current project. If the project includes multiple types of communications and a contact wishes to continue receiving some communication types, you will need to define each communication type separately so that the contact is not deactivated from all communications. |
| Add to kill file | No messages from any of the current account's projects can be sent to the contact. The contact's status remains Active, but the contact is blacklisted for ALL of the current account's projects. If necessary, a contact can be removed from the blacklist by clicking the kill file button in the contact's profile. |
| Add to children accounts kill file | Indicates whether the contact is added to the kill file when they unsubscribe or complain about a message of this type. No messages from the parent account's projects will be sent to the contact. Adding a contact to a parent account's kill file does not add the contact to the kill files of any children accounts. Therefore, if there is one parent account and multiple children accounts, you will also need to add the contact to each children account's kill file if you want to block the contact from all associated accounts. The contact's status remains Active, but the contact is blacklisted for ALL projects in the current account's children accounts. If necessary, a contact can be removed from the kill file by clicking the kill file button in the contact's profile. |
| Opt-out lists | To add a contact to an opt-out list, simply select the list and click Add. This type of list is typically used to consolidate multiple kill files into one, which occurs when a parent account contains multiple affiliated children accounts. If you want the contact to be added to an opt-out list, you will need to choose from the drop-down list and add them. |
| Data update | Specifies whether you want specific data in the contact's profile to be updated when there is an opt-out or complaint. For example, if the contact's profile has fields for different opt-ins, you might want to uncheck the field for a specific subscription, instead of completely deactivating the contact. This will allow the contact to receive other subscriptions. When you want to update data, you must define the conditions and specify the fields to be updated as well as the value to apply. |
| Filter sendings with the following lists: | This option allows you to exclude contacts on a specific opt-out list from the current project's mailings, often global at the parent account level, or on multiple lists if necessary. Using an opt-out list differs from a kill file in that the opt-out list can be created at the parent account level and applies to all children accounts. |
Note: Settings defined at the communication type level have priority over those defined at the project level. However, if no specific option is defined at the communication type level or if the selected value is As defined by the project, the settings defined at the project level will apply.