Managing Subscriptions in Endear
Applies to: All Users (Users, Managers, & Admins)
Benefits of managing subscriptions on Endear:
Built in Metrics: Keep an eye on unsubscribe rates to gauge the effectiveness of your messaging campaigns
Easy Opt-Out: Endear makes it easy for contacts to opt out
Permission-Based: Only resubscribe customers when allowed
This guide will walk you through the process of managing subscriptions in Endear. There are a view things to know before managing subscriptions.
External vs Endear: For a given contact it can have a subscription status managed by an external app OR it can be managed by endear. This article covers subscriptions managed by endear.
Multiple Contacts: Customers can have multiple contacts and each contact has its own subscription configuration.
Customer Consent: Ensure you have explicit consent from the customer to subscribe them to your messaging service.
Suppressions: Suppressing a contact will ensure it won’t receive communications from endear even if the contact is subscribed.
Table of contents:
Subscribing Contacts :
You can follow these steps to change a customer's marketing subscription preference to be subscribed.
Solutions Overview:
Navigate to Customer detail page
Click Edit on Email/SMS marketing contact you want to subscribe
Confirm which contact you'd like to edit
Choose Subscribe
Check that you have received consent from the customer to subscribe them to receive communication with this contact method
Click Confirm
1. Navigate to the Customer's profile
2. Click Edit on Email/SMS marketing contact you want to subscribe
3. Confirm which contact you'd like to edit
4. Select Subscribe
5. Check that you have received consent from the customer to subscribe them to receive communication with this contact method
6. Click Confirm
Unsubscribing Contacts :
Overview:
Navigate to Customer detail page (beta)
Click Subscribed in Endear for the email or sms you want to unsubscribe
Click Unsubscribe
Confirm the action as unsubscribing a contact will prevent them from receiving any communication in endear and click Confirm
1. Click on Subscribed in Endear for the email or sms you want to unsubscribe
2. Click Subscribed in Endear for the email or sms you want to unsubscribe
3. Click on Unsubscribe
4.. Confirm the action as unsubscribing a contact will prevent them from receiving any communication in endear and click Confirm
Resubscribing Contacts:
When can I resubscribe a customer?
Resubscribe not allowed: Resubscribing will not be allowed if the reason for unsubscribing was
Customer Initiated (non-reversible)
Hard Bounce (The E-mail address is invalid or has blocked messages)
Spam Complaint
Resubscribe allowed: Resubscribing will be allowed if the reason for unsubscribing was
Soft Bounce (E-mail is unable to receive messages when the last message was sent)
Manual Unsubscribe (Unsubscribed by someone at your brand)
Customer Initiated (reversible)
Customer Initiated Resubscribe:
Customers can resubscribe to opt back into messaging
Suppressed contacts will continue to be suppressed
Required for SMS resubscribes
Suppressions:
Suppressed contacts never receive messages in Endear
Only Admins can Suppress and Unsuppress contacts
Users can manually resubscribe contacts as long as the resubscribe is allowed:
Note: If a customer has opted out of SMS marketing. it is required for the customer to text "START" to the number it initially unsubscribed from. You cannot manually subscribe a customer back into texting.
Overview:
Navigate to Customer detail page (beta)
Click Unsubscribed in Endear for the contact you want to resubscribe
Click Subscribe
Check that you have received consent from the customer to subscribe them to receive communication with this contact method and click Confirm
1. Navigate to Customer detail page
2.Click Unsubscribed in Endear for the contact you want to resubscribe
3. Click on Subscribe
3. Check that you have received consent from the customer to subscribe them to receive communication with this contact method and click Confirm
Bulk Editing Subscriptions and Suppressing Contacts
Applies to: Admins
To bulk edit subscriptions and suppressions in Endear follow this guide