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Subscribe and Unsubscribe Events

When a user subscribes to or unsubscribes from a message channel, an individual message type, or a list, Iterable sets the following fields in the user profile to a value that identifies the action that triggered the event:

  • When an emailSubscribe event is triggered, Iterable adds a signupSource field.

  • When an emailUnSubscribe, hostedUnsubscribeClick, or emailComplaint event is triggered, Iterable adds an unsubSource field.

NOTE

emailSubscribe and emailUnSubscribe are used universally for all message channels.

# In this article

# About subscribe and unsubscribe events

The following system events reflect subscribe and unsubscribe actions:

# Subscribe (emailSubscribe)

An subscribe event is triggered when a user subscribes to any message channel, message type, or list, or when a user is added to or removed from a list (such as with a CSV import, or a journey tile that adds or removes users from a list). Iterable logs an emailSubscribe system event when this happens.

The signupSource field in the subscribe event provides the reason the user was subscribed. To learn more, read Sources for subscribe events (signupSource) below.

# Unsubscribe (emailUnSubscribe)

An unsubscribe event is triggered when a user unsubscribes from any message channel, message type, or list. Iterable logs an emailUnSubscribe system event when this happens.

The unsubSource field in the unsubscribe event provides the reason the user was unsubscribed. To learn more, read Sources for unsubscribe events (unsubSource) below.

# Viewing subscribe and unsubscribe events

View information about a user's subscribe or unsubscribe events using one of the following methods:

  • The user profile page in Iterable:

    To view a user's profile, navigate to Audience > Contact Lookup and enter their email address or their user ID (the search box reflects the necessary field).

    On the Event History tab, find the unsubscribe or subscribe event and look for the unsubSource or signupSource field.

    Unsubscribe source

  • GET /api/export/data.csv

    • For subscribes, set the dataTypeName field to emailSubscribe and review the signupSource field in the exported data.

    • For unsubscribes, set the dataTypeName field to emailUnSubscribe and review the unsubSource field in the exported data.

  • System webhooks - Email Subscribe and Email Unsubscribe

    A system webhook sends data from Iterable to third-party system when particular campaign-related events are created. To learn how to set up an Email Subscribe or Email Unsubscribe system webhook, read System Webhooks.

    For the source of an subscribe or unsubscribe event, look at the signupSource or unsubSource fields in the system webhook data that's captured by the third-party system.

These system events are related to subscribe and unsubscribe events:

  • Email bounce (emailBounce): An email sent to the user is returned as a bounce. The user is automatically unsubscribed if the event is a hard bounce.

  • Email complaint (emailComplaint): The user marked an email as spam. The user is automatically unsubscribed.

  • Hosted unsubscribe click (hostedUnsubscribeClick): The user clicked the hosted unsubscribe URL in an email template. The user is not automatically unsubscribed.

# Email bounce (emailBounce)

An email bounce event is triggered when an email sent to a user is returned as a bounce. Iterable logs an emailBounce system event when this happens.

Sometimes, the email bounce is caused by a permanent issue, like an invalid email address. In these cases, the emailBounce event is classified as a hard bounce. Iterable sets an event property of "recipientState": "HardBounce", and the user is automatically unsubscribed from all email channels. When this unsubscribe event is triggered, Iterable logs an emailUnSubscribe event with the unsubSource field set to HardBounce.

To learn more about email bounces, read Email Bounces and Email Bounce Event Properties.

# Email complaint (emailComplaint)

An email complaint event is triggered when a user marks an email as spam. Iterable logs an emailComplaint system event when this happens.

When a user marks an email as spam, Iterable automatically unsubscribes them from all email channels.

An unsubscribe event is triggered, and Iterable sets an event property of "unsubSource": "Complaint", and the user is automatically unsubscribed from all email channels.

# Hosted unsubscribe click (hostedUnsubscribeClick)

If you are using a custom preference center, Iterable logs a hostedUnsubscribeClick system event when a user clicks the hosted unsubscribe URL from a template. This means that the user has viewed the hosted unsubscribe page. If they made a change to their preferences, then an API call should be made to Iterable to update their subscription preferences. This API call would log an emailSubscribe or emailUnSubscribe event signifying their updated preferences.

Exception: This event is not tracked when the user clicks the hosted unsubscribe link in an easy unsubscribe header.

IMPORTANT

Hosted unsubscribe clicks are click events, not unsubscribe events.

When the hosted unsubscribe click event is logged in Iterable, it means that the user clicked on the link. It does not mean that the user submitted your form or has been unsubscribed in any way.

When you use a custom preference center, your implementation is responsibile to stay compliant with sender requirements.

When the user confirms their preferences and submits your web form, your website should send an API call to Iterable that updates the user's subscription preferences based on their form response.

Once that API call is made, Iterable logs an unsubscribe event with the unsubSource field set to API.

To learn more about using the hosted unsubscribe URL to send a user to a custom preference center, read Creating a Subscription Preference Center.

# Sources for subscribe events (signupSource)

The signupSource event field provides one of the following reasons a user was subscribed.

# API

An API call was made to one of these endpoints:

NOTE

API is a common source for subscribe events because it's used in many different scenarios depending on how you manage your audience.

For example, this may have been an API call made during a Smart Ingest sync.

# CartAPI

An API call was made to POST /api/commerce/updateCart.

# DeviceAPI

An API call was made to POST /api/users/registerDeviceToken call from one of Iterable's mobile SDKs.

# DoubleOptInAPI

A user has confirmed their subscription to a SMS Double Opt-In message type.

Before this happens, an API call is made to POST /api/subscriptions/subscribeToDoubleOptIn. This triggers the SMS Double Opt-In subscription flow. The subscribe event is recorded when the user confirms their subscription by replying "Y" via SMS.

To learn more, read SMS Double Opt-In Overview.

# Import

  • On the Audience > List page, the user was included in a list of users provided after clicking the Add Subscribers / Modify List link.

  • On the Audience > List page, the user was included in a list of users provided after clicking Channel Subscribe Users.

  • A new static list was saved (perhaps by saving a dynamic list as a new static list or creating static list from another static list).

# ListAPI

An API call was made to POST /api/lists/subscribe.

# PurchaseAPI

An API call was made to POST /api/commerce/trackPurchase.

# ResubscribePage

The user subscribed to a message type or channel using the Resubscribe button on an unsubscribe success page.

# SendMessageAPI

An API call was made to POST /api/email/target (the user was sent a triggered campaign).

# UpdateSubscriptionsAPI

An API call was made to one of these endpoints:

# WebApp

  • A user was added manually on the user profile page in Iterable.
  • In a userID-based project, a user was created when you sent a proof of template.

# WebForm

The user subscribed through an HTML signup form like the example shown in Building a Signup Form for Static Lists.

# Workflow

The user was added to a journey by an API call to POST /api/workflows/triggerWorkflow.

# Sources for unsubscribe events (unsubSource)

The unsubSource field provides one of the following reasons a user was unsubscribed.

# API

The user was unsubscribed after an API call was made to one of these endpoints:

API is a common source for unsubscribe events because it's used in many different scenarios depending on how you manage your audience.

For example, this may have been an API call made during a Smart Ingest sync or when your users unsubscribe using a custom subscription preference center.

# Complaint

The user marked an email they received as spam, so Iterable automatically unsubscribed them from all email channels.

IMPORTANT

Some providers limit their spam complaint reports to aggregated, anonymous data to protect user privacy. Iterable can't associate an anonymous spam complaint to a particular user. For users of these mailbox providers, their user histories can't reflect spam complaint events, and they aren't auto-unsubscribed.

This limitation is true for Gmail users, for example. To learn more, read Are Gmail Users Who Make Spam Complaints Automatically Unsubscribed?

The user clicked an unsubscribe link in the email template, either a {{unsubscribeUrl}} or {{unsubscribeMessageTypeUrl}}.

NOTE

When a user clicks on the hosted unsubscribe URL, Iterable logs a
hostedUnsubscribeClick system event. This event is a click event, not an unsubscribe event. To learn more, read Hosted unsubscribe click (hostedUnsubscribeClick).

# ESP

The email service provider (ESP) has placed the user on a suppression list. ESPs often maintain their own suppression lists to help protect sender reputation. Each ESP has its own rules for managing suppression lists. When a user is added to an ESP suppression list, the ESP sends an unsubscribe event to Iterable with the unsubSource field set to ESP.

To learn more, read ESP suppression.

# HardBounce

An email was sent to the user, and it was returned as a hard bounce. Iterable unsubscribes users who hard bounce. To learn more, read Email Bounces.

# Import

  • On the Audience > Segmentation page, an Iterable member selected the user and then clicked Other Actions > Remove Contacts from List.

  • On the Audience > List page, the user was included in a list of users provided after clicking the Remove Subscribers link.

  • On the Audience > List page, the user was included in a list of users provided after clicking Channel Unsubscribe Users.

# ISP

Iterable received an unsubscribe request directly from the user's internet service provider (ISP) or their email client (like Gmail or Yahoo).

This happens most often when the user clicks on an easy unsubscribe (one-click unsubscribe) link in the email message. These unsubscribe requests are processed using either the http or mailto methods.

To learn more about this process, read Easy Unsubscribe and List-Unsubscribe Email Headers.

NOTE

ESP vs ISP unsubscribe event sources

  • ESP — The email service provider placed the user on a suppression list, for a reason like a hard bounce or spam complaint, which for some ESPs triggers an unsubscribe event in Iterable. In this case, the ESP is the service you use to send your emails, like SendGrid or SparkPost.

  • ISP — The user clicked an easy unsubscribe link in the email message and the user was unsubscribed. In this case, the ISP is their internet service provider or email client, like Gmail or Yahoo.

# ListAPI

An API call was made to POST /api/lists/unsubscribe.

# SMS

The user replied to an SMS message with one of the following keywords:

  • STOP
  • CANCEL
  • STOPALL
  • UNSUBSCRIBE
  • QUIT
  • END

# UpdateSubscriptionsAPI

An API call was made to one of these endpoints:

# WebApp

The unsubscribe was triggered manually on the user profile page in Iterable.

# Workflow

The user was unsubscribed because of an unsubscribe tile in a journey.

# Attributing unsubscribe events to a campaign

The following unsubscribe event types can be used to attribute an unsubscribe to a particular campaign:

  • API (if the API passes the optional campaignId field)

  • Complaint

  • EmailLink

  • ESP

  • ISP

  • ListAPI (if the API passes the optional campaignId field)

  • SMS (if Iterable receives an opt-out keyword response, such as STOP or NO, within three hours of the send. To learn more, read SMS Unsubscribes and Resubscribes).

  • UpdateSubscriptionsAPI (if the API passes the optional campaignId field)

TIP

To find the campaignId associated with a certain unsubscribe event, you can create a user list in segmentation that filters for unsubscribes, or you can use the GET /api/events/{email} API endpoint to locate the campaignId field for the type of unsubscribe event you're interested in for a specific user.

# Want to learn more?

For more information about some of the topics in this article, check out this Iterable Academy course. Iterable Academy is open to everyone — you don't need to be an Iterable customer!

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