Email Opt-out Management

Webex Campaign allows you to manage multiple Opt-out (Do Not Disturb) stores on multiple levels to filter out contacts from a deployment. Most commonly this is used to manage contacts who have unsubscribed from particular channels or types of communication.

How Webex Campaign put the recipients in different Opt-out stores?

Webex Campaign maintains 3 levels in the Opt-out stores:

• Tenant
• Channel
• Opt-out Category

Tenant Level Opt-out store:

The Email hard bounces will be added to this tenant level Opt-out store. Once an Email is added to this store will remain permanently in the Opt-out store.

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For emails sent using SES (one-to-one Router), if the recipient clicks on the "unsubscribe" link, then that email will be added to tenant level Opt-out store.

Channel Level Opt-out store:

This is a channel level Opt-out store. It is mostly suitable for non-email channels. The recipients who do not wish to receive communications through a particular channel can be added here.

If you send an email deployment with an unsubscribe link to a target group and if an email recipient clicks on the unsubscribe link, their email address will be added immediately to the tenant’s ‘Email Channel-Level Opt-out List’. That recipient can receive messages on other channels except for the email channel.

You can create Opt-out stores for the following channels:

• SMS
• MMS
• Email
• USSD
• Voice

Category Level Opt-out store:

A recipient who does not wish to receive communications of a particular category will be added to this Opt-out store.

For example, a bank can send deployments with different categories such as Marketing, Banking, Sales, etc. A recipient may opt-out of Marketing category emails. However, that recipient will receive Banking and Sales category emails. The deployments that are tagged with the Marketing category will not be pushed to that recipient.