B-015. Subscription Preferences

This module manages your email and SMS subscription preferences, allowing contacts to opt in and out of communications. It automates handling of hard and soft opt-outs, unsubscribes, and resubscriptions, ensuring compliance with customer preferences and maintaining a clean contact list.

How It Works: Surface Level

When the automation fires:

• It processes opt-out requests, both hard (e.g., replying "STOP" to a text) and soft (e.g., replying "OUT" to a text).
• It handles email unsubscribes triggered by Apple Mail or marked as spam by the recipient.
• It manages general email unsubscribes through provided forms and funnels.
• It enables resubscription processes for contacts who opt back in.

Detailed Workflow Steps

Hard Opt-Out Workflow:

• Trigger fires when a contact replies "STOP" to an SMS.
• Adds the "SMS Hard Opt-Out" tag.
• Enables DND for SMS and call channels, preventing further messages.

Soft Opt-Out Workflow:

• Trigger fires when a contact replies "OUT" to an SMS.
• Adds the "SMS Soft Opt-Out" tag.
• Enables DND for SMS and call channels (optional manual override to disable DND).

Apple Mail Unsubscribe Workflow:

• Trigger fires when an email reply contains a specific phrase from Apple Mail.
• Adds the "Apple Mail Unsubscribe" tag.
• Enables DND for email channel.

Email Complaint Workflow:

• Trigger fires when an email is marked as spam or junk.
• Adds the "Email Complaint" tag.
• Enables DND for email channel.

Email Unsubscribe Workflow:

• Trigger fires when a contact clicks the unsubscribe link in an email.
• Routes to a subscription management form that pre-populates contact info.
• Allows contacts to select specific communications to opt out of or unsubscribe from all emails.
• Adds appropriate tags based on selections.

Resubscribe to Email Workflow:

• Trigger fires when a contact interacts with your system.
• Disables DND for email.
• Adds the "Resubscribe to Email" tag.

Resubscribe to SMS Workflow:

• Trigger fires when a contact interacts or replies "START" to an SMS.
• Checks if the contact has hard opted out and only re-enables SMS if "START" is replied.
• Adds the "Resubscribe to SMS" tag.

Tag Routing Workflow:

• Aggregates all tags from the B015 module.
• Manages contact statuses based on tags.
• Cleans up tags and integrates with other systems or modules.
• Allows additional actions based on tag application, ensuring flexible integration and management.

MIRO Board: Visual Breakdown

How It Works: Deep & Technical Level

Hard Opt-Out Workflow (B015 WF1.1)

• Trigger: Activated when a contact replies "STOP" to an SMS.
• Actions:
  • Adds the "SMS Hard Opt-Out" tag.
  • Enables Do Not Disturb (DND) for both SMS and call channels.
• Workflow Path: The tag is routed to the tag router for further processing.

Soft Opt-Out Workflow (B015 WF1.2)

• Trigger: Activated when a contact replies "OUT" to an SMS.
• Actions:
  • Adds the "SMS Soft Opt-Out" tag.
  • Enables DND for SMS and call channels (optional to disable DND manually).
• Workflow Path: Similar to hard opt-out but can be manually overridden.

Apple Mail Unsubscribe Workflow (B015 WF3.1)

• Trigger: Activated by an email reply containing a specific phrase from Apple Mail.
• Actions:
  • Adds the "Apple Mail Unsubscribe" tag.
  • Enables DND for email channel.

Email Complaint Workflow (B015 WF2.1)

• Trigger: Activated when an email is marked as spam or junk.
• Actions:
  • Adds the "Email Complaint" tag.
  • Enables DND for email channel.

Email Unsubscribe Workflow (B015 WF2.2)

• Trigger: Activated when a contact clicks the unsubscribe link in an email.
• Actions:
  • Routes to a subscription management form.
  • Allows contacts to specify which communications to opt out of or choose to unsubscribe from all emails.
• Form Details:
  • Pre-populates contact information using hidden fields.
  • Provides options to unsubscribe from specific communications or all emails.
• Post-Submission: Adds corresponding tags based on the contact's selections.

Resubscribe to Email Workflow (B015 WF4.1)

• Trigger: Activated when a contact interacts with your system, such as submitting a form or purchasing a product.
• Actions:
  • Disables DND for email.
  • Adds the "Resubscribe to Email" tag.

Resubscribe to SMS Workflow (B015 WF4.2)

• Trigger: Activated by various actions, including replying "START" to an SMS.
• Actions:
  • Checks if the contact has hard opted out.
  • If so, only re-enables SMS if they reply "START."
  • Adds the "Resubscribe to SMS" tag.

Tag Routing Workflow

• Purpose: Centralizes the management of all tags used within the B015 module.
• Actions:
  • Aggregates tags from different workflows.
  • Manages contact status based on these tags.
  • Cleans up tags and removes contacts from workflows as necessary.
• Integration: Provides a seamless interface for integrating with other systems or modules.

By understanding the workflow steps and technical details, you can ensure the Subscription Preferences module functions effectively, managing contact preferences accurately and maintaining a clean contact list.