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:
-
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. -
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 toSMS
. -
On the user profile page in Iterable.
To get to the user's profile, navigate to Audience > Contact Lookup and enter their email address. 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:
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
The user was unsubscribed because they clicked an unsubscribe link in the
email template: {{unsubscribeUrl}}
, {{unsubscribeMessageTypeUrl}}
, or
{{hostedUnsubscribeUrl}}
. This can also happen if you use {{hostedUnsubscribeUrl}}
,
but the URL doesn't build correctly and redirects the user to Iterable's
unsubscribe page.
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 ] } }
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