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 |
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_24x24.png) Access Path | Project > Consent Management > Communication types |
How To
- In the list of communication types, select the one you wish to edit.
- Scroll to the Opt-outs section.
- Click the Edit link 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.
- 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?
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.
Possible options are:
Behavior Deactivate Deactivate --> 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 file Add --> 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 compangies Add --> 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 lists If 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 update This 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. - Once you have set all parameters, click Save.
- To return to the summary page of behaviors, click on Communication types.
| Value or Field | Description |
|---|---|
| As defined by the project | This 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. |
| This value indicates whether the contact will be deactivated or not upon opt-out or complaint related to this type of communication. |
| 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:
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| 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 lists | Option 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. |