Definition of the ‘Email_Client_Unsubscribe’ Processing Rule

Description description

Environment

  • Campaign
  • Campaign Classic
  • Campaign Standard

Issue/Symptoms
Email_Client_Unsubscribe Processing Rule

In both Adobe Campaign Classic (ACC) and Adobe Campaign Standard (ACS), there is a section named Mails Rebounds in the mail processing rules section.

In ACC: Explorer/Administration/Campaign Management/Non deliverables Management/Mail rule sets/Mails Rebounds

In ACS: Administration/Channel/Emails/Email processing rules/Mail Rebounds

Under Mails Rebounds section, there is a specific rule names: Email_Client_Unsubscribe

Resolution resolution

What happens when a user clicks on unsubscribe in an email?

There are two ways a user can unsubscribe from emails. Let’s understand the two kinds of Unsubscribe:

  1. When the user clicks on the client’s Unsubscribe link in the body of the email
    When a user clicks on the U nsubscribe link in the body of an email (click here), the Subscriptions table is updated for that recipient, and they will be unsubscribed in that table from that specific email type/brand/domain. In this case, the recipient will be available for all the future deliveries from the instance other than the type/brand/domain they unsubscribed from. Please note this situation is  not  a bounce, it is a true Unsubscribe.
  2. The user clicks on the Unsubscribe link in the email client itself
    A click on the Unsubscribe link in the email client itself (Gmail, Yahoo), will cause Unsubscribe email to be sent back to the client’s instance (Campaign), and that email will be processed by InMail, and should match the Email_client_unsubscribe Inbound email rule. If it does, then that recipient will be shown as Quarantined in the Quarantine list, and will no longer be sent any emails, for any brand, from that instance. The Quarantine table will be then updated, and for that reason, in Campaign, this situation is considered as a Hard bounce. Though, this situation is not a bounc e, technically. It is considered as such, since the Subscription table cannot be accessed in such situation, so Campaign cannot unsubscribe the recipient as requested. All InMail process can do is to update the Quarantine table.
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