Unsubscribers

Subscribers can unsubscribe from receiving messages via email or SMS. This page explains how the unsubscribe fields work in subscriber profiles, how subscribers can opt out, and how admins can manage or track these changes.

Default Subscription Status

By default, when a subscriber is added, they are opted in to both email and SMS. In the subscriber profile, this is shown as:

• Email Unsubscribed: No

• SMS Unsubscribed: No

How Subscribers Unsubscribe

• Email: All automated emails include an unsubscribe link. Clicking the link updates the subscriber’s profile to Email Unsubscribed: Yes

• SMS: Subscribers can unsubscribe from SMS by replying “STOP” to the number they receive messages from. This updates the profile to SMS Unsubscribed: Yes

Once unsubscribed, messages for that channel stop sending. The other channel (if still subscribed) continues to send normally.

How Admins Can Manage Unsubscribes

Admins can update unsubscribe fields in two ways:

1. Via the subscriber profile

   • In the Campaign Info section, click the three-dot menu and select Edit info

   • In the Edit Subscriber Info popup, update the Email Unsubscribed or SMS Unsubscribed field

2. Via Zapier

   • Use the Update Subscriber action to update the unsubscribe fields on a subscriber profile

Behavior:

• Changing No → Yes: Works as expected; messages stop for that channel.

• Changing Yes → No (Email): Re-subscribes successfully; email sending resumes.

• Changing Yes → No (SMS): Returns the error: “SMS unsubscribed cannot be changed back to subscribed. Recipient must opt-in via SMS.”

Notifications via Webhooks

You can receive notifications when unsubscribe status changes by using the Subscriber updated webhook.

1. Go to Campaign Builder > Integrations > Webhooks, then click Add new webhook

2. In the Edit Webhook popup, toggle on Subscriber updated as the trigger

1. Click Select fields to choose which fields should trigger the webhook, then save