This task lets you define the default behaviors to adopt in various situations, in particular when a contact decides to unsubscribe from a publication or reports a publication as spam.

 Prerequisite
  • Your project must NOT HAVE a consent center.
    Defining how to manage contacts who unsubscribe or report spam is not done here when a consent center has been enabled.
    For more info, see How to create a consent center.
  • Have the rights 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.
Access Path
> Configuration >  Communication types

How To

  1. In the list of communication types, select the one you wish to edit.
  2. Scroll to the Opt-outs section.


  3. Click the Editlink next to the behavior to edit.
    • On opt-out - when a contact puts an end to a subscription
    • On spam complaint - when a contact reports a message as spam
      ** If you have enabled the opt-in management feature, the opt-out behavior will be managed by the consent centre, and not here.
  4. For each behavior, indicate how you want it to be processed. How should the contact's status be affected? Should the contact be added to a kill file, or to an unsubscribe list?

  5. Note that settings defined at the communication type level have priority on 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.

  6. Possible options are:


    Behavior
    DeactivateDeactivate --> The status of the contact changes from Active to Inactive. An inactive 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 fileAdd --> The status of the contact remains Active but the contact is put on the "blacklist" of ALL projects in the current company.
    To remove a contact from the blacklist, use the related button in the contact's profile.
    Add to kill file of children compangiesAdd --> The status of the contact remains Active but the contact is put on the "blacklist" of ALL projects in all the sub-company of the current company. To remove a contact from the blacklist, use the related button in the contact's profile.
    Opt-out listsIf you want the contact to be added to any of the opt-out list, just select it and click Add. This type of list can be useful to group multiple kill files together under one single list, which occurs when a parent company has many affiliated companies.
    Data updateThis section is used to enter a specific value in an existing field of the project when an unsubscribe or spam complaint occurs. For example, you might want the field Subscriber to be have the value No.

    Filter sendings with the following lists
    This option lets you specify which opt-out list to use to exclude contacts from mailings. If you want to use this option, just select the desired opt-out list and click Add.

  7. Once you have set all parameters, click Save.
  8. To return to the summary page of behaviors, click on Communication types.
Value or FieldDescription
As defined by the projectThis value is available for all fields and shows the corresponding value in the project between parenthesis.
When this value is selected, it means that the same value as the one set for the project will apply. See Creating a Project.
  • Deactivate
  • Do not deactivate
This value indicates whether the contact will be deactivated or not upon opt-out or complaint related to this type of communication.
  • Add
  • Do not add
This value indicates whether the contact is to be added to the list upon opt-out or complaint related to this type of communication. There are three possible lists:
  • Add to kill file - In this case, all projects in the current company will prevent messages of this type to be sent out to contacts.
  • Add to master company kill file - In this case, all projects in the parent company will prevent messages of this type to be sent out to contacts.
    * Adding a contact to the kill file of the master company does not add this contact to the kill file of underlying companies. Therefore, if a master company has multiple child companies, the contact will need to be added to the master company as well as to each underlying company;
  • Opt-out lists - If you want contacts to be added to a specific opt-out list(s), you will need to select the desired list(s) in the Include in the lists drop-down list and add them.
  • Data update
  • No data update
This value lets you specify if you want the contact information card to be updated when there is an opt-out or spam complaint. For example, if the contact card includes fields related to subscriptions, you might want the related subscription to be unchecked instead of deactivating the contact; this way, the contact continue to receive other communication types. If you choose to update data on the information card, you need to specify the applicable conditions and which fields are to be updated and what value to apply.
Filter sendings with the following listsOption that lets you exclude listed contacts from mailings in the current project; these contacts can be included in a given opt-out list, often set at the master company level, or included on multiples lists if needed. Using an opt-out list is different than using a kill file (or black list), as when the opt-out list is created at the master company level, it also applies to all underlying companies -- which is not the case for a kill file created at the master company level.