Subscription Status
- Updated
Subscriber status is a key contact compliance attribute in your marketing journey. The goal of subscription status is to provide detailed consent status so that you can help cater your messages to a specific target audience.
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Definition
In Voxie, we use contact level attributes to add guardrails in order to remain in compliance with SMS texting regulatory laws.
Subscription status works by adding the concept of Marketing and Transactional communications, which are defined as:
| Marketing Messages |
Message contains promotional content such as discounts, coupons, offers, etc.
For example: Hi from [restaurant]! Stop by and try our new [featured dish]! Mention this text to receive 10% off of your order! |
| Transactional Messages |
Message is for support, or in response to an explicit request from the customer, as well as notifications of relevant events. Message cannot contain any type of promotional content (or risk service disruption)
For example: Your order #### has shipped! Track your shipment here: <link> |
As a result of these two types of messages, there are 2 (two) Subscription Status Attributes:
| Marketing Subscription Status | To indicate status preference for Marketing Messages |
| Transactional Subscription Status | To indicate status preference for Transactional Messages |
💡 It is important to recognize that TCPA fines can be incurred if a transactional message is found to have marketing content. Make sure to review the content of your message before choosing correct status for your message.
Contacts
As mentioned contacts will have these two new attributes with the possible following statuses:
| Attributes | Possible Status | Expected Behavior |
| Marketing Subscription Status | No Preference (Default) | Can only receive messages from Acquisition campaigns |
| Opt-In | Can receive Marketing messages from any source | |
| Opt-Out | Cannot receive any Marketing messages | |
| Transactional Subscription Status | No Preference (Default) | Can receive Transactional messages |
| Opt-In | Can receive Transactional messages | |
| Opt-Out | Cannot receive Transactional messages |
💡 A new contact's default status when they are entered into your Voxie account is "No Preference", and changes when a contact opts in or out.
Contact Imports
Contacts can be imported with their respective statuses if opt-in consent was received from an avenue external to Voxie.
💡 It is not required to import your contacts with their subscription status, and is recommended to let the system prescribed status take priority.
Contact Import - File Level Subscription Status Definition:
When uploading a contact file, the Marketing and Transactional statuses can be defined in the drop-down menus as shown below. This means that ALL contacts in the file will be imported with the same status as chosen.
Contact Import - Row Level Subscription Status Definition:
If you would like to specifically define each contact's subscription status, your .CSV file can be edited to contain each contact's respective Marketing or Transactional subscription status. See below for an example of how to format the document:
first_name,last_name,email,phone,time_zone,marketing,transactional
John,Smith,jsmith@example.com,15554443333,America/New_York,opt_in,opt_out
Carl,Doe,cdoe@example.com,15554443332,America/New_York,opt_out,opt_in
Wilmer,Tori,wtori@example.com,15554443331,America/New_York,,
Contact Profiles
You can view the contact's subscription status in the Contact Profile View area. Both Marketing and Transactional subscription status will be shown here.
In addition, Voxie provides the reason for the latest change of a contact's subscription status state, and a date when it was last updated.
Contact Errors
When attempting to Message a Contact and the message is not delivered, Subscription Status will change to Opt-out and the reason will take the following values based on the Error Codes:
- The opt-out applies to both the transactional and marketing subscriptions on the contact
- This feature is a replacement for “pause” that existed with the legacy subscription status system
Campaign
Campaigns will need to specify their purpose. This is to add safe guard measures to ensure that messages are going to be sent to the contacts meant to receive them. The following campaign sub-types have been introduced:
| Campaign Sub-type | Description |
| Marketing Campaigns (Default) | These campaigns will only send to Marketing OPT-IN Subscribers |
| Acquisition Campaigns | These campaigns will only send to Marketing No Preference Subscribers |
| Transactional Campaigns | These campaigns will only send to Transactional No Preference or OPT-IN Subscribers |
Automations
Automations can be used to trigger actions based on a contact's subscription status. The following subscription status events can be acted upon, and the following actions can be used to modify a contact's subscription status. Once defined, a contact's subscription status cannot go back to "No Preference."
Events:
- Contact Marketing subscription OPTed-IN
- Contact Marketing subscription OPTed-OUT
- Contact Marketing subscription No Preference
- Contact Transactional subscription OPTed-IN
- Contact Transactional subscription OPTed-OUT
- Contact Transactional subscription No Preference
Actions:
- Contact Marketing subscription OPT-IN
- Contact Marketing subscription OPT-OUT
- Contact Transactional subscription OPT-IN
- Contact Transactional subscription OPT-OUT