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. Use the GET /export/data.csv API endpoint.

   For dataTypeName, choose emailUnSubscribe:

   

   In the export, look for the field unsubSource.

2. With an email unsubscribe system webhook.

   NOTE

   To learn about system webhooks, read System Webhooks.

   This option allows you to export unsubscribe data in real-time to a third-party system.

   SMS unsubscribes are wrapped into Iterable's Email Unsubscribe webhook configuration point. To use this option, create a webhook by navigating to Integrations > System Webhooks.

   After creating the webhook, click its Edit button (on the far right) and ensure that the Email Unsubscribe and Enabled checkboxes have all been selected before clicking Save (again, on the far right).

   

   

   Look for the unsubSource field in these webhook exports.

3. User profile

   To get to the user's profile, navigate to Audience > Contact Lookup and type their full email address.

   

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

   

# Unsubscribe sources

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

• 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.

• API

  If the unsubscribe occurs from an Iterable API endpoint:

  • Lists Unsubscribe: POST /lists/unsubscribe

  • Update Subscriptions: POST /users/updateSubscriptions

• HardBounce

  When an email is considered undeliverable and hard bounces.

• Complaint

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

• Workflow

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

• SMS

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

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

• 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.

• ESP

  If the ESP puts the user on a suppression list.

• 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 Iterable's unsubscribe page instead.

# Subscribe sources

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