This feature gives respondents greater control over their communication preferences by allowing them to easily unsubscribe or resubscribe to survey messages across Email, SMS, and WhatsApp. Through clear and compliant opt-out options included in every message, respondents can unsubscribe at any time. If they change their mind, they can resubscribe via the same channels using a simple confirmation process. Additionally, the Audience Management module enables you to view and manage unsubscribed profiles, ensuring that survey targeting remains both accurate and compliant with your preferences.

Business Use Cases

• Streamlining Unsubscription for Compliance and Trust: Organizations often need to ensure that survey distribution aligns with privacy regulations such as GDPR and CAN-SPAM, while also offering a user-friendly opt-out experience. This typically involves adding clear unsubscribe links in email and SMS communications and supporting commands like “STOP” in WhatsApp messages. By using tools such as the Audience module, teams can monitor unsubscribed contacts and automatically exclude them from future distributions. Filters like "CFM Survey Unsubscribe" further help in managing and tracking unsubscription statuses effectively, ensuring both compliance and respectful engagement with audiences.

This feature simplifies compliance with global privacy standards by providing clear and accessible unsubscription options, making it easier for organizations to respect user preferences. It also enhances the respondent experience by offering a straightforward opt-out process, which helps build trust. Additionally, it supports streamlined audience management by enabling efficient tracking and handling of unsubscribed profiles.

Prerequisites

You would need View and Edit Distribution permissions to be enabled inorder to access Distribution.

Setting Up Unsubscription Flow

The unsubscription message is included by default and can be customized as needed to align with your brand’s tone, style, or regulatory requirements. While unsubscribe messages are not always mandatory, including them is strongly recommended to respect recipients' privacy and may be legally required in some jurisdictions. We encourage you to review relevant privacy laws before choosing to omit an unsubscribe option.

Setting up un-subscription message in Email Distribution

Let's have a look at it:

• When creating an email distribution, you can add an unsubscribe link by clicking the "Unsubscribe Link" button in the footer section of the email body, thank-you message, or reminder message.

  

Setting up un-subscription message in WhatsApp distribution

• When creating a WhatsApp distribution, you can include an unsubscription message in the footer of the body, thank-you, or reminder messages. Be sure to include the keyword "STOP" in the message footer, as it allows respondents to unsubscribe.

  

Setting up un-subscription message in SMS distribution

• When creating an SMS distribution, you can add an unsubscription link in the footer of the SMS body, thank-you message, or reminder message.

  

Respondent Unsubscription/Resubscription Behavior

• Email and SMS

  • Recipients can click the unsubscription link in the footer of your email or SMS message to opt out of receiving future survey communications.

  • To resubscribe, recipients can return to the same unsubscription link in the original message. When they visit it again, they will see a message with the option to resubscribe.

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• WhatsApp

  • Recipients can unsubscribe by replying “STOP” to your WhatsApp message.

  • Recipients can resubscribe at any time by replying “START” in the same WhatsApp chat.

    

Monitoring and Managing Unsubscribed Profiles

• After a recipient unsubscribes, their unsubscription status is reflected in the "Survey Unsubscribed" field within their profile properties in the Audience module.

  

• You can manually resubscribe unsubscribed profiles if needed; however, a warning message will be shown when attempting to do so directly from the profile.

  

• You can filter unsubscribed profiles using the “CFM Survey Unsubscribe” filter in the Audience module.

  

Preview

You can verify the setup through the following steps:

• Email and SMS Distribution:

  When creating a distribution, use the preview feature to check how the unsubscription link appears in the footer. To test its functionality, send the email or SMS to a test account, click the unsubscription link, and verify that the profile’s status updates correctly in the Audience module.

• WhatsApp Distribution: For SMS or WhatsApp distributions, preview your message to ensure the “STOP” unsubscription keyword is included. To test, create a test distribution targeting a specific test account, reply with “STOP,” and confirm that the profile is unsubscribed in the Audience module. To resubscribe, reply with “START” and verify the status updates accordingly.

  After completing the testing, replicate the test distribution, implement any necessary modifications, and launch it for the intended audience.

Best Practices

• Always include a clear and visible unsubscription option in all survey messages to ensure compliance with privacy regulations.

• Regularly monitor unsubscribed profiles and ensure they are excluded from future distributions unless they have resubscribed.

• Use filters effectively to segment and manage your audience for targeted and compliant distributions.