Manually Unsubscribing Customers from Conversations

Users of Connect with the appropriate permissions (e.g. CSRs) can manually unsubscribe customers from a conversation. When customers contact the CSR with unsubscribe requests or a situation where two or more customers in the database have the same e-mail address, CSRs are able to manage the customer records to fulfil the request. This may require the CSR to manually unsubscribe the 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 Customer Browser.

When the customer record is open in the Customer Browser window, you are able to select or de-select the conversation the customer wishes to opt in or out of in the Conversations screen in the Customer browser. For more information, please see Adding Customers to Conversations (Subscriptions) and Editing Customer's Associated Conversations (Subscriptions).

You are also able to send email messages to Connect to add or remove the customer from the conversation. This is the same process that would occur if the customer replied to an email request to subscribe to a conversation.

To submit the request, the CSR sends an unsubscribe message to the system. The To and From email heading are the same, but the Subject line is different. Begin by constructing the To line using the reply email associated with the campaign using 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 be unsubscribed from the "Statements" conversation. Mark sends an e-mail constructed like this:

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