Unsubscribe Sources

For each unsubscribe event that Iterable adds to a user profile, it sets an unsubSource field that describes the cause of the unsubscribe. This guide describes the possible values for that field.

# Table of contents

# Viewing unsubscribe events

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

1. With the GET /export/data.csv API endpoint.

   When configuring the API call, select emailUnSubscribe for dataTypeName. In the resulting export, inspect the unsubSource field.

2. With an Email Unsubscribe system webhook.

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

   To learn the source of an unsubscribe event, look at the unsubSource field in the system webhook data that's captured by the third-party system.

   NOTE

   When a user unsubscribes from an SMS campaign, it will trigger an Email Unsubscribe system webhook, with unsubSource set to SMS.

3. On the user profile page in Iterable.

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

   On the Event History tab, find the Unsubscribed From event in question, and look for its unsubSource field:

   

# Types of unsubscribe events

The unsubSource field associated with an unsubscribe event can have the following values.

# WebApp

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

# Import

• On the Audience > Segmentation page, an Iterable member selected them 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.

# ListAPI

The user was unsubscribed because of an API call to POST /lists/unsubscribe.

# API

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

• DELETE /subscriptions/{subscriptionGroup}/{subscriptionGroupId}/byUserId/{userId}
• PUT /subscriptions/{subscriptionGroup}/{subscriptionGroupId}

# UpdateSubscriptionsAPI

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

• POST /users/updateSubscriptions
• POST /users/bulkUpdateSubscriptions

# HardBounce

The user was unsubscribed because of an email hard bounce

# Complaint

The user was unsubsubscribed from a message channel because they marked one of its messages as spam.

# Workflow

The user was unsubscribed because of an unsubscribe tile in a journey (formerly called a "Workflow").

# SMS

The user was unsubscribed because they replied to an SMS with one of the following keywords:

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

# ISP

The user was unsubscribed because Iterable received an unsubscribe email from the ISP, triggered because the user clicked the unsubscribe link near the top of the email (generated by special unsubscribe headers in the email).

# ESP

The user was unsubscribed because the ESP has placed them on a suppression list.

# EmailLink

# 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 ]
    }
}