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Overview
It's important to only message contacts who want to hear from you—not just to stay compliant with communication laws, but also to protect your sender reputation, maintain a healthy email domain, and keep your marketing effective. A key part of this is giving your audience the option to unsubscribe. Contacts can choose to unsubscribe from a specific list or opt out of all brand communications entirely.
How unsubscribes work
Every email and SMS/MMS you send includes an unsubscribe link at the bottom. When a contact clicks this, they’ll land on a page where they can:
Unsubscribe from just that specific list
Or click Manage all subscription preferences to view their complete list of subscriptions—if this feature is enabled in your account.
Notes:
It's important to ensure your list names have appropriate public-facing names, as they will populate this page.
Lists and channels are treated independently. When a contact unsubscribes from a list or channel, they opt-out from that list and channel only. The contact can also click Unsubscribe from all if they wish.
Letting contacts manage their preferences
To activate preference management:
Go to Lists
Click the Settings icon
Toggle the switch to ON
This will show contacts a preferences page when they click Unsubscribe, allowing them to manage their subscriptions more flexibly.
Note: Make sure your list names are clear and user-friendly—these are what your contacts will see on the preferences page.
Contacts will only see lists they’re currently subscribed to.
List vs. channel unsubscribes
Lists and channels (email vs. SMS) are managed separately. A contact can:
Unsubscribe from a specific list
Unsubscribe from just email or just SMS
Or click Unsubscribe from all
Even after unsubscribing, contacts can always choose to opt back in.
For example, if a customer unsubscribes from all marketing lists—opting out of both email and SMS—you won’t be able to send them any further marketing communications. However, that contact engages with a new campaign, such as signing up for a pre-sale being promoted on social media, they can re-subscribe to the list they originally opted out of and start receiving messages again.
Understanding unsubscribe filters in Audience Manager
Unsubscribed from list: Shows fans who have unsubscribed from both email and SMS.
Subscribed to list: Shows fans currently subscribed to either channel (or both).
How to view and export unsubscribes from a message
Navigate to Messaging and open the message you'd like to review.
Go to the Recipients tab and select Unsubscribed View.
Click the ⋮ (more options) icon and select Export as CSV. An email will be sent to the signed-in user with the unsubscribe data attached.
Still need help?
Contact us at support@audiencerepublic.com