Subscription groups - FAQs

Q: Can more than one subscription group be associated with a customer profile?

A: Yes.

Q: How are subscription groups tied to channel-level subscriptions?

A: There is no tight coupling, but channel-level status takes precedence. For example, if a customer is unsubscribed from Email but subscribed to a group, they will not receive Email messages.

Q: How can subscription group status be updated for customer profiles?

A: Through customer profile update routes such as file imports, data warehouse imports, identify events, or customer profile API requests.

Q: Can we backfill subscription group status for existing customer profiles?

A: Yes. A one-time backfill is possible.

Q: Which orchestration entities can subscription groups be associated with?

A: Campaigns, triggers, and messaging channel adapters (except cloud app adapters).

Q: If there are different subscription groups at the campaign, trigger, and adapter level, which one is honored?

A: Trigger-level overrides campaign- and adapter-level. Campaign-level overrides adapter-level, but is overridden by trigger-level.

Q: If a subscription group is associated with a send, what happens when a customer clicks the one-click unsubscribe header?

A: The customer is unsubscribed only from that group. Channel-level status is not changed. The same applies to the default unsubscribe link.

Q: If no subscription group is associated with a send, what happens when a customer clicks the one-click unsubscribe header?

A: The customer is unsubscribed from the channel (for example, all emails). The same applies to the default unsubscribe link.