NirmaanOne Help
How-toReviewed 2026-09-29

Handle campaign opt-outs

Keep the organization's unsubscribe list right: check who has opted out through the link in a campaign mail, add a contact who asked by phone or in person, take someone off the list when they ask to be mailed again, and rebuild the recipient list of a campaign that has not gone out yet.

Handle campaign opt-outs

Every campaign mail carries a personal unsubscribe link, and the people who click it land on your organization's unsubscribe list. Use this task to check that list, add someone who asked not to be mailed in person or on the phone, put someone back when they ask to receive mail again, and make sure a campaign that hasn't gone out yet respects the latest opt-outs.

Before you start

  • You need the View permission on Campaigns to see the list, and the Edit permission on Campaigns to add, remove or rebuild. In the default roles that is the Administrator and the Sales Manager; every other default role except the Site Engineer, Front Desk and Legal & Documentation can only view.
  • Picking a contact in the dialog also needs the View permission on Contacts.
  • The person must exist as a contact under Contacts. The list is kept per contact, not per email address.

Steps

  1. In the sidebar, open CRM and choose Campaigns, then click the Unsubscribes link in the header (Unsubscribes). The page reads "Contacts who will not receive campaign email. The unsubscribe link in every campaign adds to this list; you can also add or remove a contact by hand." The grid shows Contact (name, with the address recorded at the time or "no email"), Reason and When, newest first. An opt-out that came from a mail shows the reason "Unsubscribe link" with "via <campaign name>" underneath.
  2. To check one person, type their address in Search by email. The search matches the address stored with the opt-out. When nothing matches, the grid reads "Nobody has unsubscribed".
  3. Click Unsubscribe a contact. The dialog "Unsubscribe a contact" opens with a Contact search (placeholder "Search contacts…") and a Reason box (placeholder "Asked on the phone").
  4. Pick the contact, type the reason (for example "Asked at the site office on 28 Sep") and click Unsubscribe (greyed out until a contact is picked). You see "Contact unsubscribed." and the contact appears at the top of the list with your reason.
  5. When someone asks to receive campaign mail again, click the x on their row (tooltip "Remove unsubscribe"). The dialog "Remove unsubscribe?" reads "<name or email> will receive campaign email again." Click Remove. You see "Unsubscribe removed." and the row leaves the list.
  6. Open each Draft or Scheduled campaign whose recipient list was built before the change (Campaign) and click Rebuild list on the Recipients card. You see "<n> reachable recipients (<n> skipped)." A contact you just opted out now shows Unsubscribed with "Contact unsubscribed" in the grid; one you removed from the list is back as Pending (provided the contact has a valid email address).

What happens next

  • The link in the mail needs no one in the office. When a recipient clicks it, they see a page titled "Unsubscribed" that reads "You are unsubscribed" and "<email> will no longer receive campaign email from <organization>.", and the contact is added to this list with the reason "Unsubscribe link" and the campaign's name.
  • The list is honoured when a recipient list is built. Anyone on it is marked Unsubscribed and skipped when a campaign's list is built or rebuilt, and counted as "unsubscribed" by Count audience. A campaign whose list was built earlier still mails them unless you rebuild it (step 6), and so does a Scheduled campaign that waits with an old list.
  • The opt-out covers every campaign. There is no per-campaign or per-topic opt-out.
  • Workflow emails are not affected. The list only stops campaign mail; payment reminders, demand letters and other emails sent by workflow rules still go out.
  • To send the next campaign, see Run an email campaign.

If something goes wrong

  • "This contact is already unsubscribed" in the dialog: the contact is on the list already; search for them. "Contact not found": the contact was deleted meanwhile; pick again. See Campaign has no one to send to (trouble.sales.campaign-has-no-recipients).
  • Rebuild list isn't shown, or saving answers "A <status> campaign cannot be changed": the campaign is already Sending, Sent or Cancelled, and its list can't change. See Campaign cannot be changed (trouble.sales.campaign-cannot-be-changed).
  • A person still receives mail after opting out: check whether a second contact record shares their address (search by email under Contacts) and opt that contact out too; or the campaign's list was built before the opt-out.
  • "This unsubscribe link is not valid" (reported by a recipient): the link was cut or altered, for example by a mail client. Add the contact by hand (steps 3 and 4).
  • The Unsubscribe a contact button or the x isn't shown, or the page reads "You do not have permission to view campaigns. Ask your administrator.": your role lacks the permission. See No access (trouble.admin.no-access).

Related

  • UnsubscribesScreen

    The organization's opt-out list: contacts who will not receive campaign email, added by the link in every campaign mail or by hand, with the reason and when.

  • CampaignsScreen

    The list of every email campaign with its status and recipient counts, the way into the campaign editor, and the link to the unsubscribe list.

  • Campaign (editor: <campaign name>)Screen

    Finish and send one email campaign: build the recipient list from the audience, preview the merged email, send a test, send now or schedule, cancel, and read the per-recipient log afterwards.

  • ContactsScreen

    The master list of every person your organization deals with, with a panel to add, edit, deactivate or delete a contact and see who changed the record.

  • Run an email campaignHow-to

    Email a launch, an offer or a reminder to a chosen audience of contacts and leads: pick an Email template, define and count the audience, build the recipient list, preview and test the merged mail, then send it now or schedule it, and follow the delivery log.

  • Campaign audiences, recipient lists and unsubscribesConcept

    A campaign's audience is a saved filter over contacts or leads; the recipient list is the snapshot built from it, one row per contact, skipping those without a valid email or on the organization's unsubscribe list, which the link in every mail adds to.

  • Campaign has no one to send to: the audience matches nobody, or no contact is reachableTroubleshooting

    A campaign mails only active contacts that match its audience, have a valid email address and are not on the unsubscribe list. When nobody matches, or everyone matched is skipped, Send stays greyed out or is refused.

  • Campaign cannot be changed, cancelled or deleted: its status, or the template does not fitTroubleshooting

    Only a Draft or Scheduled campaign can be edited, rebuilt or sent; a campaign that has started sending is kept as the log of what went out; a finished or cancelled one can't be cancelled; and a campaign needs an Email template that renders a contact.

  • "No access" or "You do not have permission": your role lacks a permissionTroubleshooting

    Every screen, button and picker is gated by a permission on a module; your role decides which you hold, so a missing one shows as a No access card, a refused action, a greyed-out button with a hover reason, or a picker that explains which permission it needs.