Opt out Management

Overview

Webex Campaign allows the Administrator to manage multiple opt-outs (Do Not Disturb) or Suppression lists- on multiple levels - to filter out contacts from Target Groups before deploying a deployment. Most commonly this is used to manage contacts who have unsubscribed from specific channels or types of communication.

There are 3 types of Opt-out lists:

• Tenant : This serves as the master list for the entire tenant, excluding contacts from all communications originating from the tenant.

• Channel : Contacts who prefer not to receive communications through a particular channel can be added to this list. For example, if a customer, clicks on the standard 'content' unsubscribe link generated by the email composer, they will be included in the Email Channel opt-out list.
  

• Opt-out Category : Contacts who do not wish to receive communications of a specific type, e.g. marketing, can be added to this list and suppressed from any deployment configured with that category.

Apart from the above 3 lists, there is a Global list to manage email hard bounces. The contacts whose delivery reports from the ESPs indicate a hard bounce are automatically added to this list the following day. Although the list is not accessible on the UI, all email deployments are scrubbed against this Global list during the target group preparation. This list is used when a cross-channel follow-up is created for hard bounces.
For example, you can create a primary deployment on the email channel, and for those hard bounces, you can create a follow-up on the SMS channel. The Target Groups (TG) are prepared accordingly for deployment.

Management of soft-bounced contacts is specific to the ESP configured for each tenant.

Similarly, externally hosted unsubscribe processes can trigger API calls to update the Opt-out stores.

Contacts can be manually added or deleted from Opt-out stores on an individual or bulk basis.

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Although the 'Opt-out Counts' on this screen is updated after 4-6 hours, communications will be immediately suppressed for the contacts added to the out-out lists.

How to create an Opt-out list

Follow these steps to create an Opt-out list:

1. Navigate to Administration >> Tenant management and click Opt-out management’ screen.

2. Click Add New Opt-out list. You can create an Opt-out List at 3 levels:

• Tenant level
• Channel level
• Opt-out Category level

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When a new tenant is created, by default, the Tenant level and Channel level opt-out lists are created. You can create only one opt-out list per channel. For example, only one Opt-out List for the Email channel and only one Opt-out List for the SMS channel, etc.

3. You can create as many ‘Category-level’ Opt-out lists as you want.

4. Click Create.
5. (Optional) After you have created an Opt-out List for a specific Opt-out Category, you will be able to add mobile numbers (MSISDNs) and emails of customers who have opted out of communications from your brand related to that specific Opt-out Category.

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You can use other methods like our APIs to add or remove mobile numbers or emails from any specific Opt-out List.

• Add to opt-out list Api
• Remove-from-opt-out-list-Api

Follow these tutorials to apply an opt-out list to your deployment and how to add category-level and channel-level unsub links at the bottom of your email:

• Apply an opt-out list to your deployment
• How to add category-level unsub link at the bottom of your email
• How to add channel-level unsub link at the bottom of your email

Manage an Opt-out List

You can manually add or delete the opted-out MSISDN or Email.

1. Click the Opt-out list Name in the Opt-out management screen.

Search for an MSISDN or Email Address:

• Enter the contact information in the search field and click the Search button.
• Webex Campaign indicates if the contact is in the store or not.

Add a single MSISDN or Email Address:

1. Enter the contact information in the search field and click the Add button.

Delete a single MSISDN or Email Address:

1. Enter the contact information in the search field and click the Delete button.

Bulk Add contacts:

1. Click the Browse button to upload the required contacts in .txt format.
2. Select whether the new file appends to or overwrites the current contacts in the store.
3. Click the Add button.

Bulk Delete contacts:

1. Click the Browse button to upload the required Opt-out contacts list (.txt format).
2. Click the Delete button.
3. On the confirmation screen, click the Confirmbutton to delete the contacts.

Download an Opt-out List

1. On the Opt-out list screen, click on the Opt-out count of the required Opt-out store.
2. A .txt file with the Opt-out contact details will be downloaded.

Delete an Opt-out List

1. On the Opt-out Management screen., click the ellipses icon of the Opt-out list that you want to delete.

2. Click Delete . The Opt-out list gets deleted.