An unsubscribed contact will not receive further invites from any campaigns or surveys in your account. This is true regardless of how the contact was added to a given campaign (e.g. uploaded to the campaign itself versus imported from email lists).
Resubscribing an unsubscribed contact to an Email Campaign without their permission to do so is a violation of the CAN-SPAM Law.
To resubscribe an unsubscribed contact or vice-versa:
- Go to the Contacts page of your email/sms campaign, search for the contact's email address/phone number and click on the returned email address to edit.
- On the Contact Info tab change the Subscription status.
Email/SMS Campaign Subscription Status
The following subscription statuses are available for contacts within SurveyGizmo Email/SMS Campaigns:
- Active - The respondent is currently able to receive emails/text messages, and will receive any they are eligible for
- Inactive - Allows you to prevent emails/text messages from being sent to the contact without explicitly unsubscribing. Respondent is no longer active within the specific campaign but has not been unsubscribed globally from any other campaigns.
- Unsubscribe - Marks the contact as unsubscribed thus preventing further messages from being sent. This status is global. An unsubscribed contact will not receive further invites from any campaigns or surveys in your account.
- Deleted - Deletes the contact from the campaign.
Note: Resubscribing an unsubscribed contact to an Email Campaign without their permission to do so is a violation of the CAN-SPAM Law.
Re-Adding a Removed Unsubscribed Contact
If you have deleted/removed an unsubscribed contact from your Email/SMS Campaign, you will not be able to re-add that contact to the same campaign.
As an alternative, you can create another Email Campaign or SMS Campaign within your survey's Share tab and upload the previously removed contact to the new campaign. Note that the contact will be added to the new campaign with a subscription status of Unsubscribed. Follow the above steps to resubscribe the contact.
SMS Compliance
SMS campaigns may be subject to various legal compliance requirements depending on the nature of your SMS campaign, the location from where you are sending your text messages, and the location of your recipients. You should consult with your legal counsel to ensure that your SMS campaign meets all applicable legal compliance requirements.
Admin
— Dave Domagalski on 07/02/2019
@ Usa2: Thank you for your question!
I'm afraid that it's not possible to set up a custom unsubscribe link within SurveyGizmo Email Campaigns.
I'm sorry for the trouble!
David
Technical Writer
SurveyGizmo Customer Experience
— Usa2 on 07/02/2019
Hi There,
How to set-up custom unsubscribe link? We would like to ask a few question regarding reason for their un-subscription.
Regards,
Shaber @QualWorld
Admin
— Dave Domagalski on 05/02/2019
@Karenb: Thank you for your question!
I'm afraid that I am unable to advise you on your legal obligations to the CAN-SPAM regulations.
Please refer to the compliance guide below:
https://www.ftc.gov/tips-advice/business-center/guidance/can-spam-act-compliance-guide-business
I hope this helps!
David
Technical Writer
SurveyGizmo Customer Experience
— Hannah on 05/01/2019
If I were to e-mail unsubscribed contacts to get their consent to be switched to active, would that be alright or still in violation of SPAM law? If they did not consent, I would not update their status. I feel like some of my contacts who do this survey every year may have unsubscribed not knowing it would prevent them from doing future surveys. Thank you.
Admin
— Dave Domagalski on 04/12/2019
@Giannina: Thank you for your question!
I’m afraid that SurveyGizmo Email Campaigns do not offer the functionality that you are looking to implement as an out-of-the-box feature.
Currently, as you have mentioned, recipients of your Email Campaign messages are able to unsubscribe from all future campaign emails from your SurveyGizmo account. They do not have the option to opt out of future messages from a single campaign.
One option that could be worth exploring is utilizing SurveyGizmo’s API to automate the inactivation process (this would likely require development resources):
https://apihelp.surveygizmo.com/help/survey-contact-sub-object-v5#updateobject
Another alternative would be to manage the distribution of survey links via a third-party email provider that may offer more flexibility:
https://help.surveygizmo.com/help/create-unique-links
I’m sorry for these limitations!
David
Technical Writer
SurveyGizmo Customer Experience
— Giannina on 04/12/2019
Hi! We'd like to add a link to the footer of an email campaign that will make the recipient "inactive" from the campaign, IN ADDITION to the already existing "unsubscribe" link. Basically, we want to give survey recipients the option to either stop receiving emails through a given campaign OR to unsubscribe from all campaigns altogether.
I haven't seen anything that would make this a simple task, however. How should we go about doing this?
Admin
— Dave Domagalski on 05/14/2018
@Guilherme: Thank you for exploring SurveyGizmo documentation content!
In order for an unsubscribed contact to be eligible to receive an email from a campaign again, they will need to be set to a status of 'active'.
This can be done by editing the contact and setting the subscription status to 'Active'. This action can take a moment to process.
The contact does not need to be added back to the campaign.
I hope this helps clarify!
David
Documentation Specialist
SurveyGizmo Customer Experience
— Guilherme on 05/14/2018
Hello,
I've set myself as a contact to try out the merge tags (since the test function doesn't let you do that).
I clicked unsubscribe to test it, and now I can't get my email back in the campaign, even tho I did this. Any help?
Admin
— Dave Domagalski on 04/12/2018
@Simon: Thank you for your question!
Unsubscribing from a test email will not have an effect on the contact's status in terms of the active campaign - where they will remain active.
I hope this helps clarify!
David
Documentation Specialist
SurveyGizmo Customer Experience
— Camille on 04/12/2018
What happens if someone who receive a "test" campaign email (following a "Send Test") click on Unsubscribe by mistake?
Admin
— Dave Domagalski on 02/21/2018
@ Kristin: Thank you for your question!
I'm sorry for the trouble that you and your contact are encountering.
There are a couple of things that come to mind in terms of troubleshooting:
One possibility (though not very likely in this case) is that the contact is also associated with another Email Campaign that was sent from your SurveyGizmo account and had unsubscribed there (thus updating their status across all campaigns in your account).
The other possibility is that the contact's email client is rendering the email message in an unexpected way that makes the unsubscribe link more prominent than the survey link. Or perhaps the unsubscribe link text has been customized to read something other than 'unsubscribe' - leading to possible confusion.
If neither of these suggestions is the culprit, this is certainly something that our Support team can look into. In the meantime, one workaround is to download the contact's unique link via the 'status log' and share that link with the contact directly:
https://help.surveygizmo.com/help/monitor-contacts
I'm sorry for the trouble and hope this gives you some options going forward!
David
Documentation Specialist
SurveyGizmo Customer Experience
— Kristin on 02/21/2018
At the request of a contact, I changed her status from unsubscribed to active so she could receive a current email campaign we are doing. Every time I send her the survey, when I check the delivery statistics, her status is back to unsubscribed. She swears that she has not clicked on the unsubscribe link in the email. This has happened three times for the same person. The Delivery Statistics report shows that for the initial email and the two subsequent reminders, the send status is Click, but her response status is Not Started. What is happening?
Admin
— Dave Domagalski on 08/11/2016
@Margie: I'm afraid at this time the unsubscribe link cannot be redirected. The unsubscribe link allows email recipients to opt out of receiving emails specifically from a SurveyGizmo Email Campaign, and as such cannot currently be linked with an external CRM.
I hope this helps clarify!
David
Documentation Specialist/Survey Explorer
SurveyGizmo Customer Support
— Margie on 08/11/2016
We've created a subscription management landing page so that folks can unsubscribe from selected topics (as well as globally unsubscribe) in our CRM system. Is there a way to redirect the "unsubscribe" link to this page?
Admin
— Bri Hillmer on 06/21/2016
@Connie: The unsubscribe link would not work outside of SurveyGizmo as this is dynamically added to the message upon send. I'll be sure to pass this feedback along to our customer experience team!
Bri
Documentation Coordinator/Survey Sorceress
SurveyGizmo Customer Support
— Connie on 06/21/2016
We are considering sending an email invitation from our own server rather than through Survey Gizmo. Will the Unsubscribe feature still work? Do I need to do anything special?
Admin
— Bri Hillmer on 05/03/2016
@Aaron: This is a great question! They will remain unsubscribed!
Bri
Documentation Coordinator/Survey Sorceress
SurveyGizmo Customer Support
— Adrienne on 05/03/2016
If someone has unsubcribed from a survey, and I upload a file with email contacts and they happen to be in the new file, will they still remain unsubcribed? I don't want to accidentally add someone that has hit the "unsubscribe" button. Thanks!
Admin
— Bri Hillmer on 03/30/2016
@James: Once an email address is removed/deleted from the Email Campaign within SurveyGizmo will not show up via search. Unsubscribed addresses should still come up!
I hope this helps!
Bri
Documentation Coordinator/Survey Sorceress
SurveyGizmo Customer Support
— James on 03/30/2016
I'm trying searching for the removed emails and it's coming up with nothing. Has this functionality changed?