A contact on the Subscriber database can choose to unsubscribe from all communication, or from communication relating to a specific communication group.
The Unsubscribes view lists all recipients from your subscriber database who have expressly requested to be removed (unsubscribed) from that database. They may also express a wish to remain on the database for certain types of emails, managed via communications groups.
You can view or edit the unsubscibers details, which communication groups the entity has chosen to unsubscribe from and add a new unsubscriber manually.
As a system administrators, you can add or amend communication groups through System>Lookups>Connect>Communication Groups.
Unsubscribes View
- Click {Connect} < {Communications} < {Unsubscribes} - opens Unsubscribes View. Find Unsubscribes under Connect in the Main Menu.
- Click [Create New] - create an unsubscriber. This is a manual entry to add a person/account/email or phone number to the unsubscribe database.
- Select type {Email} or {Mobile} to open a new window.
- Enter the unsubscibers Email or Mobile as appropriate.
- Tick box - Has consent been provided to contact by email/mobile. Only tick if you are satisfied consent has been implied or expressly given.
- Click [Save] - save the new unsubscriber.
- Click [Cancel] - cancel any changes.
Edit Unsubscribes - communications group membership, details and survey
There are three ways to open the Edit Unsubscribes window.
- Click [Edit] - to Edit a highlighted 'unsubscribes' entry - opens the Unsubscribes Edit window. OR..
- Double click the highlighted entry in the grid. Or..
- Click the small arrow on the left side of the grid.
Communications Groups
Tab - Communications Groups - the types of communications that the user wishes to receive. Note this will vary depending on how your administrator has set up the communications groups within Lookup and your CompleteEmpire user login criteria.
- Click to toggle the relevant tick boxes for the available groups.
- Click [Apply Changes] to save your subscribers choices and move to the next tab.
Details
Tab - Details - check and edit the subscribers details.
- Email - edit email address.
- Tick box to change the consent status. Be sure that the client has expressed this consent to you.
- [Save] - save changes if any and progress to next tab
Survey
Tab - Survey - displays the associated survey that was attached to the campaign which is displayed when the recipient clicks the Unsubscribe link within the EDM
- Select the relevant radio button to indicate the reason the subscriber has given to you for unsubscribing from future communications.
- [Save] - save changes if any and exit.
Legal obligations.
If your business uses any form of e-marketing (EDM), including email, SMS (text message), MMS (image-based text messages) or instant messaging, you must understand and meet three key requirements of the Spam Act
- Consent – the message must be sent with the recipient’s consent. The recipient may give express consent, or under certain circumstances consent may be inferred from their conduct or an existing business or other relationships.
- Identify – the message must contain accurate information about the person or organisation that authorised the sending of the message and how to contact them.
- Unsubscribe – the message must contain a functional ‘unsubscribe’ facility to allow the recipient to opt out from receiving messages from that source in the future. Unsubscribe requests must be honoured within five working days.
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