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Every marketing email Hiveku sends lets people stop getting them, and Hiveku keeps track so nobody who said no hears from you again. This guide shows where to see that, what to do when someone asks you in person, and how to keep the rest of your email landing in inboxes.

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When someone unsubscribes

Every marketing email ends with an unsubscribe link and your mailing address, and mail apps such as Gmail show their own Unsubscribe button for it. Either one works. The link opens an Email preferences page with your business name, where one button unsubscribes the person from all your marketing email. If you’ve set up named lists, they can untick just the ones they don’t want instead. If they change their mind later, the same page offers Resubscribe. From then on:
  • Campaigns skip them. They’re left out of every send.
  • Sequences stop. Someone in a sequence leaves it at their next email.
  • Account messages still arrive. Unsubscribing is about marketing; it doesn’t stop messages about their account.

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See who your emails skip

Click Marketing in the left rail, then the Email Marketing card, then Audiences, and open an audience. Deliverable counts the people a campaign will reach and Skipped the ones it will leave out. Skip breakdown says why, and each person’s Status shows it too.
Docs test list audience: Skip breakdown, Manually suppressed, 100%, 1, outlined. Sample contacts: six people Deliverable, and Theo Barros, Unsubscribed, Manually suppressed, outlined

One person skipped, and why

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When someone asks you to stop

Sometimes a customer asks by phone or in person. Mark them Do Not Contact so nothing reaches them by email or text.
1

Open the contact

Click CRM in the left rail, find the person and open them. Click the … button next to Edit, then Mark as Do Not Contact.
The contact's menu: Mark as Do Not Contact, outlined, and Delete contact

Mark as Do Not Contact

2

Give the reason

Type the reason, in their own words if you can, and click Mark as Do Not Contact. Every email and text from your account to them stops, they’re taken out of any sequence they’re in, and their stage changes to Unsubscribed. Calls are not blocked.
Mark as Do Not Contact: Every email and text from your account to Theo Barros stops, and they are taken out of any sequence they are in. Their stage changes to Unsubscribed. Calls are not blocked. Reason (required): Asked us by phone to stop all emails, outlined; and Mark as Do Not Contact, outlined, with Cancel

The reason is kept on their record

The contact now shows Do Not Contact, and their activity notes what changed and why:
Theo Barros, with Unsubscribed and Do Not Contact badges, outlined. Activity, today: Marked Do Not Contact. Emails to this contact are blocked. They have no phone number, so there were no texts to block. Any sequences they were in have ended. Their stage is now Unsubscribed. Reason: Asked us by phone to stop all emails, outlined

Theo Barros, marked Do Not Contact

Marked by mistake? The same menu has Allow contact again. It never overrides what the person chose themselves:
Allow contact again: Emails and texts from your account to Theo Barros are allowed again. What they chose themselves still stands: if they unsubscribed, campaigns and sequences still skip them, and if they texted STOP, texts stay blocked until they text START. A bounced address or a spam report stays blocked too. Their stage and lead status go back to what they were before, if those were recorded. Sequences they were taken out of do not start again; outlined

Allow contact again

Northwind marked its demo contact Theo Barros and then allowed him again; his stage went back to Lead.

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Keep your emails out of spam

Mailbox providers decide whether your email lands in the inbox or in spam, mostly from how people react to it and how your sending domain is set up. Open Marketing, Email Marketing, then Deliverability to see where you stand.
1

Check your allowance and set a frequency cap

Monthly marketing emails shows how many your plan includes and how many you’ve used. Under Frequency cap, Set a limit caps how many marketing emails one person can get in any 7 days, across all your campaigns. 2 to 5 is usual.
Monthly marketing emails: 42 of 250,000 sent. Frequency cap, outlined: No limit. A contact can get any number of marketing emails in a week. Set a limit (2 to 5 is usual) so nobody gets too many across your campaigns. Set a limit

The monthly allowance and the frequency cap

Frequency cap: Most marketing emails per contact in any 7 days: 3, with Save, outlined, and Cancel

Setting a limit

2

Watch bounces and spam complaints

Bounces and spam complaints shows the share of your emails that bounced or were reported as spam in the last 30 days. Below 100 emails the rates are too small to judge. Early warnings turn on at a 3% bounce rate or a 0.08% complaint rate, well before sending could be paused.
Bounces and spam complaints: Hard bounce rate 0.000% and Complaint rate 0.000%, both too few sends to judge (45 of the 100 needed), outlined. Early warnings: Bounce rate warning, at 3%, and Complaint rate warning, at 0.08%, both Below the warning level, outlined

Northwind's rates and warnings

Sending can be paused if the hard bounce rate reaches 5% or the complaint rate reaches 0.1% and stays there. Gmail and Yahoo also expect bulk senders to stay below a 0.3% complaint rate.
3

Finish your domain setup

Domain authentication checklist lists two things for each sending domain: a Bounce address and Branded tracking links. Each says Not done until it’s set up, with the records to add where you manage your domain. Both help inboxes trust your email.
Domain authentication checklist: mail.northwindroasters.com, with Bounce address Not done and Branded tracking links Not done, both outlined, each with the records to add

Two items left for Northwind's sending domain

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Good to know

  • Only email people who asked. Bought, rented or scraped lists bring bounces and spam reports, and they’re what pause sending.
  • The day-by-day table on the Deliverability tab shows each day’s sent, delivered, opened, clicked, bounced and marked-as-spam counts, so you can see which send caused a jump.
  • Setting up sending: Get Set Up to Send Marketing Email.
  • Every number explained: Deliverability.