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Deliverability and domain

How to let contacts choose which types of email they receive (subscription categories)

Go to Settings › Preference Management Hub and create subscription types (newsletter, promotions, events…). When sending a campaign, pick the category under Send or Schedule. Anyone who opts out of a category is automatically left out of future sends in that category while still receiving the others.

Updated on

Before you start

  • You need access to Settings in your account.
  • Heads up: once enabled, preference management cannot be turned off. Enable it only when you are ready to use it.
  • Think about the categories that make sense for your business (for example: Newsletter, Promotions, Event updates). No categories exist by default.
Where to find it

Settings › Preference Management Hub › + Create Subscription Type

Step by step

Create the subscription types

  1. In the left menu, open Settings and click Preference Management Hub.
  2. Click + Create Subscription Type.
  3. Enter a clear name your contacts will understand (up to 100 characters) and a description.
  4. Click Save and confirm.
  5. Repeat for every category you want to offer. You can edit, disable or delete categories later.
  1. Open Marketing › Emails › Campaigns and the campaign you are about to send.
  2. Click Send or Schedule.
  3. In the Preference Type field, choose the category this email belongs to.
  4. Finish the send as usual. Contacts who opted out of that category are removed from the audience automatically, even if they are on the chosen list.

View or change a contact's preferences

  1. Open Contacts and the contact record.
  2. On the DND panel, click Subscription Status.
  3. In the Manage Email Subscriptions window, set each type to Subscribed or Unsubscribed.
  4. To resubscribe a category that was unsubscribed, the system asks for a legal basis (the reason that justifies consent). Fill it in and save.
  5. The change is logged in the contact's Conversations so your team can see the context.

Tips

  • With preference management on, the unsubscribe link in your emails also includes Manage your preferences, where contacts choose for themselves what they want to receive.
  • Opting out of a category removes the contact from that topic only. The global unsubscribe still exists and removes them from all marketing email.
  • Emails sent by workflows respect categories too: a contact who opted out of "Promotions" won't get campaigns in that category, wherever they come from.

Common problems

  • The contact is on the list but didn't get the campaign → They opted out of the category the campaign is linked to. Check Subscription Status on their record.
  • I can't resubscribe a category for a contact → A legal basis is required before the subscription can be restored. Fill in the field and save.
  • I want to turn preference management off → Not possible: once enabled, it stays on. You can, however, disable or archive categories you no longer use.
  • I archived every category and the screen is empty → The system shows a message prompting you to create or restore a category. Create at least one to use the feature again.

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