Unsubscribe Sources

To see the source of a particular unsubscribe event for a user, you can retrieve the data from Iterable in one of three ways:

1. Export API endpoint

Choose "emailUnsubscribe" in "dataTypeName":

In the export, look for the field "unsubSource".

2. Email Un Subscribe System Webhook

For an overview on system webhooks, see our article here. This option will allow you to export unsubscribe data in real-time to a third party system.

SMS unsubscribes are wrapped into our "Email Un Subscribe" webhook configuration point. To leverage this option, create a webhook within our Integrations > Webhooks page, then select EDIT (far-right) and ensure that the "Email Un Subscribe" and "Enabled" check marks have all been selected before hitting SAVE (again, far-right).

Similar to with our API option, look for the "unsubSource" field in these webhook exports.

3. User profile

To get to the user's profile, go to Users > User Lookup and type their full email address.

Look at the fields in their profile until you find the field called "unsubSource":

Unsubscribe Sources

The field "unsubSource" will have one of the following values. Below is an explanation for each:

1. WebApp

When you remove a user from a list or a channel from the profile page on the UI. Also, if you go to a list and use the "unsubscribe from list" button to upload users to remove from the list or if you upload list to channel unsubscribe users.

2. API

If the unsubscribe occurs from one of our API endpoints:

Lists Unsubscribe: https://api.iterable.com/api/docs#!/lists/unsubscribe_post_2

Update Subscriptions: https://api.iterable.com/api/docs#!/users/updateSubscriptions_post_5

3. HardBounce

When an email is considered undeliverable and hard bounces.

4. Complaint

If a user marks your email as Spam, Iterable automatically unsubscribes them from the corresponding channel.

5. Workflow

If a user goes through an "Unsubscribe" Action Node in Iterable.

6. SMS

If a user unsubscribes via SMS by replying with one of the following words: 

STOP, BLOCK, CANCEL, STOPALL, UNSUBSCRIBE, QUIT, END

7. ISP

This type occurs when the ISP sends Iterable an unsubscribe email. This happens when Iterable sets special unsubscribe headers on the email, and the user can click a unsubscribe button that shows up at the top of the email if their inbox shows it.

8. ESP

If the ESP puts the user on a suppression list.

9. EmailLink

If the unsubscribe came from {{unsubscribeUrl}} and {{unsubscribeMessageTypeUrl}} in the Iterable template. It can also happen if you use {{hostedUnsubscribeUrl}}, but it fails to build the url, and redirects to our unsubscribe page instead.

Subscribe Sources

You can leverage the same three options (API, webhook and user profile) to view subscribe sources as well. Instead of "unsubSource", look for "signupSource" (example webhook / API output below).

{
  "email": "chris@iterable.com",
  "eventName": "emailSubscribe",
  "dataFields": {
    "fromPhoneNumber": "+11234567890",
    "toPhoneNumber": "+10987654321",
    "smsMessage": "start",
    "signupSource": "SMS",
    "email": "chris@iterable.com",
    "createdAt": "2017-07-29 17:46:50 +00:00",
    "channelId": 7384,
    "channelIds": [7384]
  }
}