Unsubscribes, Topics, and Lists — Understanding the Flow
We operate two brands, each with their own list. We've also implemented topics and organized them into products, one product for each brand.
We've also changed our Campaign footers so that rather than having an unsubscribe link, which seemed to unsubscribe the contact from ALL lists, we are now including a link to manage their subscription that sends them to the topic list.
So, two questions.
First, is this the best way of accomplishing this with two basically disconnected brands (although with significant overlap of contacts) and using the topic model? Previously, we just had two lists and it worked fine. If someone unsubscribed from one list, it didn't impact the other. But that doesn't seem to be the case any longer. But maybe we're missing something?
Second, and assuming we're using a solid approach, unsubscribe data is now only valid when someone has unsubscribed from everything. What is much more relevant now is if they've opted out of a given topic, especially as we essentially have one primary topic under each brand that really represents our weekly email out to the respective list. Is there a way to see when users have "unsubscribed" from a topic, but not everything?
This has become a concern because I noticed in our last campaign that 30 contacts were not going to receive it because they aren't subscribed to the topic. If they opted out, then that's cool. But I'm concerned that there's an error someplace as this is all new, and I can't find a way to troubleshoot this and see how they came to be unassociated with the topic (or if automation failed and they were never associated at all).
Which brings me to my last question. We use an integration (not Zoho native forms) to subscribe new contacts to our respective lists. The integration assigns them to a list, but I cannot find a way to automatically assign all new list members to a topic or set of topics. At the moment, I am therefore sending all new list adds through an automation to assign topics. It just seems like annoying overhead as we now need to have topics assigned to send campaigns.
Unless I've missed some big things along the way. Any guidance and help here would be appreciated!
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Charles
Umashankar | Zoho Campaigns
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