FAQs

Public Groups

What is the difference between a public and a private group?

A public group shows up in your email preference center. Your contacts can choose to opt-in or opt-out from receiving content from specific groups. They can edit their preferences in the email preference center.

A private group is an internal group. A contact will be unsubscribed from all private groups if they unsubscribe from an email sent to a private group.

What is an email preference center?

An email preference center is a marketing tool that allows customers to choose email content to their liking. It also gives them an option to unsubscribe from all communication.

You can find the email preference center at the bottom of your email in the unsubscribe button. Below is an image of what the email preference center looks like.

Public Group Preferences

Why should I use public groups?

Public groups are beneficial for many reasons. A public group allows you to provide the contact with subscription options. Your contacts can subscribe or unsubscribe from a specific group instead of all at once. This creates transparency because the contact knows what information they will be receiving from your brand.

How do I set a group as public?

  1. Go to your CRM/Contacts Module
  2. Click the Groups tab on the top menu bar
  3. Select a group of your choosing
  4. Select the box where it says Make this a Public Group
  5. Once selected, you are given the option to name your public group and provide a short description of what the contact will receive from this group.

What is a public group name?

A public group name is a specific name you choose to give a group. For instance, when a contact enters the email preference center, the name will be presented there for all to see. A few examples of some popular public group names are Monthly Newsletter, Latest Blogs, and Upcoming Events.

What is a public group description?

A public group description is a short description of the content a subscriber will receive from this group. It will be presented under the public group name in the email preference center.

Public Groups

What happens when a contact unsubscribes from all lists?

When a contact unsubscribes from all lists, they will be prompted to answer why they are unsubscribing. They'll have four options to choose from:

  • I no longer wish to receive these emails
  • I receive too many emails from this sender
  • I never signed up for this mailing list
  • Content is no longer relevant

After the contact saves their preferences, they will be removed from all groups. They will still appear in your contacts; however, you will see a ! next to their name. It will take a few days for the unsubscribe to process.

Public Groups

How will I be notified if a contact unsubscribes?

There are two ways you will be notified if a customer has unsubscribed, through the Activity Report of an Email Campaign or the Contact card.

Activity Report

  1. Select the Email Marketing module
  2. Enter the Email Campaigns tab and select an email campaign
  3. Your Activity Report for Email: XYZ will show:
    • Percentage of people who unsubscribed on the top right
    • Unsubscribe reasons at the bottom of the page. The unsubscribe options are:
      • No Reason Given (only if the contact did not choose a reason)
      • I no longer wish to receive these emails
      • I receive too many emails from this sender
      • I never signed up for this mailing list
      • Content is no longer relevant

Contact Card

  1. Select the CRM/Contact module
  2. Enter the Contact tab and select a contact
  3. Select the Email Activity tab to view contact interactions. Here you can see:
    • Emails received
    • Open Rate
    • Clicked
    • Unsubscribed

Can I change the unsubscribed reasons?

At this time, you cannot change the unsubscribed reasons. These reasons are preset with DirectLync.

Can a contact opt-in to a public group they unsubscribed?

Yes! All they need to do is enter the email preference center and re-select the public groups they want to opt-in.

How long does it take for unsubscribes/email preference updates to take effect?

Please note that it may take a few days for these changes to take effect.

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