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Sarabeth from PowerDms has a question that I and Dave D have not been able to quite give her a clear answer to. I was wondering if there was someone who could help us out here.





Thanks!





The Copilot FAQs article you sent says the following: 


We recommend using the unsubscribe feature that comes with CoPilot. The unsubscribe footer gets added automatically and the contacts who unsubscribe are not sent email across Copilot / Rules / Survey. There are two sections in the unsubscribe page, when the end-users clicks unsubscribe:


  1. Success communication(Copilot + Rules Engine): If the user checks this option and unsubscribes, then emails from Rules and CoPilot will not be sent.


  1. Surveys: If the user checks this option, then survey emails are not sent. Note: Applicable only for Gainsight email service.


  1. If both of the above options are checked, then no email is sent via Gainsight to that email address.





You see boh survey and general success email opt outs available here too. 





But the article regarding the rule to add email subscription preferences when sending an email only covers a [i]general or [i]global opt out for customer success. (see the screenshot attached) According to this third article, we would have to assume that when someone is opting out, they want to want to opt out of everything, not just surveys or success emails. And since we're not giving them the option to opt out of customer success emails or something like newsletter emails, we have to assume a global opt out across all lines of communication.





Can you help me understand what is available with managing opt outs if we don't use our marketo engine to send emails? 






Ankit Jain from product says: "the screenshot shared in the post is old. The initial implementation of MDA shipped the Unsubscribe page with one category only, i.e Success Communication. Later, we added another category as Survey. The opt-out from the initial implementation is based on the category name, rather than any wildcard to make it future compatible. (The category "success communication" is used for CoPilot and Rules.)"





I replaced the screenshot in the article, but let me know if you think we need to update the written explanation:





https://support.gainsight.com/Product_Documentation/CoPilot_and_Automated_Email/Admin_Configuration/Rule_to_Add_Email_Subscription_Preferences

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