Manually Unsubscribe Customers

A Customer Service Representative (CSR) can manually unsubscribe customers when necessary. For example, customers can contact the CSR with unsubscribe requests or a situation where two or more customers in the database have the same e-mail address. Both cases may require the CSR to manually unsubscribe at least one customer from a campaign.

The CSR can look up individual e-mail addresses in the Customers tab. By looking for the Alternate Customer ID the CSR can unsubscribe the first occurrence of the e-mail address, despite the customer's Connect Customer ID. For more information about the Customer Browser, see the Customer Browser section.

To submit the request, the CSR sends an unsubscribe message to the system. The To and From lines are the same, but the Subject line is different. Begin by constructing the To line like any name at the Mail Receiver Domain Name:

To: <[email protected]>

Type the CSR's name in the From line:

From: <Customer Service Representative>

If the CSR needs to unsubscribe the customer from all conversations, start the subject line with the word Unsubscribe, followed by the customer's e-mail address:

Subject: Unsubscribe <customer e-mail address>

If the CSR needs to unsubscribe a customer from a specific conversation, start the subject line with the word Unsubscribe, followed by the customer's e-mail address, and end the line with the name of the conversation that the customer wants to leave:

Subject: Unsubscribe <customer e-mail address> <conversation name>

Example: Lisa Smith, one of NetWare's customers, calls the customer service number and talks to Mark Anderson. Lisa wants to unsubscribed from the "Statements" conversation. Mark sends an e-mail constructed like this:

To: [email protected]
From: [email protected]
Subject: Unsubscribe [email protected] Statements