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Understand unsubscribe behaviour across office groups

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Summary

Learn how unsubscribe settings work across office groups and how to control whether unsubscribes apply locally or across all contacts.

This article covers:

About manage unsubscribe

The manage unsubscribe settings control how unsubscribe actions are applied to contacts within your CRM.

By default, unsubscribe actions are limited to the specific office group (OG) that the contact belongs to. This allows each office group to operate independently with its own contact data.

This feature is particularly useful for businesses structured with multiple office groups, such as franchise networks.

Note: Access to update these settings is controlled by an ACL.

How unsubscribe behaviour works

When a contact unsubscribes, either by clicking an unsubscribe link or through the WebApp edit contact modal, the action is applied based on the configured settings.

For example:

  • If a contact exists across multiple office groups and unsubscribes in one group, only that specific record is updated by default
  • Other duplicate contacts in different office groups remain unaffected

This behaviour ensures that each office group maintains control over its own communication preferences.

The settings can be adjusted to broaden the unsubscribe scope across all office groups if required.

Unsubscribe settings options

To configure unsubscribe settunf options:

  • Go to: Settings > CRM
  • Select Manage Unsubscribe

Unsubscribes from email marketing permissions

  • Single office group (default) - Applies to contacts within a single office group with a matching email address
  • All office groups - Applies to all contacts across all office groups with a matching email address

Unsubscribes from SMS marketing permissions

  • Single office group (default) - Applies to contacts within a single office group with a matching mobile number
  • All office groups - Applies to all contacts across all office groups with a matching mobile number

Notes:

  • Changing these settings after onboarding is not recommended without consulting your Account Manager.
  • These settings apply only to overall unsubscribe actions for email and SMS marketing.
  • These settings do not apply to granular preferences such as property alerts.
  • These settings only impact systems with more than one Office Group and when Contact Qualification is enabled.
  • Default settings assume that office groups operate as independent businesses. If your office groups function as a single business entity under the SPAM Act, you may need to adjust these settings to ensure compliance.

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