This guide applies to organizations with an activated custom email domain. Recipients can unsubscribe through the footer of a custom email. The Unsubs column in Custom Emails shows unsubscribe statistics for your emails.
Before you start
Your organization must have a configured custom email domain with verified DNS records and Allow event emails from custom domains enabled. An organization admin can follow Activate a custom email domain to set it up.
You need to be an organization admin or an event admin to see the statistics.
Where to find it
In the email: the footer
This email was sent to <address>with the link "unsubscribe from this list" at the end of every custom email.In the admin panel: Communications > Custom Emails, column Unsubs.
How the unsubscribe link works
Brella adds the footer to every custom email it sends (Send now, Scheduled emails and Automated triggers). You don't add an unsubscribe link yourself. Test emails sent with Send test and Brella's default emails (invitations, meeting emails, reminders) have no footer.
The link opens a Brella page: "Are you sure you want to unsubscribe?" with "If you want to continue please confirm your email address."
The recipient enters their email address and selects Unsubscribe. The page shows "You have been unsubscribed." with a Re-subscribe link.
Brella adds the address to your organization's suppression list. Your organization's event emails are no longer delivered to that address.
If the address does not match the one the email was sent to, the page shows "Invalid email for the token provided." with a Go back link.
What an unsubscribed person stops receiving
The unsubscribe applies to your whole organization, not to one event or one email. It covers custom emails and Brella's default emails for your events (invitations, meeting emails, reminders, announcements). An unsubscribed address receives none of them.
Requesting a password reset does not re-subscribe the address to event emails.
Re-subscribe
The person opens the unsubscribe link in any of your custom emails again. The page now reads "Are you sure you want to re-subscribe?".
They enter their email address and select Re-subscribe. The page shows "You have been re-subscribed."
You can't re-subscribe someone from the admin panel. If the person has no email with the link, contact Brella.
Statistics
The Unsubs column shows the share of an email's recipients whose address is on your organization's suppression list. Percentages appear for Sent and Triggered emails and can lag by about 30 minutes. Draft and scheduled emails show a dash.
The count includes addresses suppressed for any reason the email provider reports: unsubscribes through the link, spam complaints and hard bounces. An unsubscribe through the link is applied to that person's statistics for all of your organization's custom emails, so Unsubs can rise for emails sent earlier. When the person re-subscribes, the count goes down again.
Limits
Unsubscribing is per email address and per organization.
The footer can't be removed or edited.
There is no list of unsubscribed addresses in the admin panel.
Troubleshooting
A registrant says they get no emails from the event
Check Unsubs on your recent custom emails. If they unsubscribed, they need to open the unsubscribe link from one of your custom emails and select Re-subscribe.
Unsubs stays at 0% although a recipient unsubscribed
Statistics can lag by about 30 minutes.