How do you view a contact's opt-out reason?

Forum|Forum|6 years ago
September 16, 2019
4 replies
267 views

I've searched Gainsight Docs, the community and searched for keywords in the object glossary (unsubscribe, preference, category, opt, opt out) and can't find any documentation that indicates where to see what a customer selects if/when they do opt out. The two most obvious objects (AO Participant Activity, Email Logs) came up empty.

How can I view this information?

journey orchestrator

Best answer by kendra_mcclanahan

Hi Kelly -

I just recenently looked this up - so good timing! In Report Builder, you'll want to use the Unsubscribed Emails and it's the Category Field. There is one row per categories they've opted out of in for emails.

https://cl.ly/666a5c0becfa

Hope that helps!

@lila_meyer can we add some additional documentation here?

kendra_mcclanahanAnswer

Gainsight Employee ⭐️⭐️

Hi Kelly -

I just recenently looked this up - so good timing! In Report Builder, you'll want to use the Unsubscribed Emails and it's the Category Field. There is one row per categories they've opted out of in for emails.

https://cl.ly/666a5c0becfa

Hope that helps!

@lila_meyer can we add some additional documentation here?

kellyAuthor

Helper ⭐️⭐️⭐️

Awesome, thanks!

seth_schroeder

Gainsight Employee ⭐️⭐️

Thanks for the info @kendra_mcclanahan! I've added this to our Email Opt-Out Configuration documentation: https://support.gainsight.com/Journey_Orchestrator_and_Email/Email_Options_and_Guidelines/Email_Opt-Out_Configurations#Reporting_on_Opt-Out_Categories

Kelly, I hope this covers everything you were looking for and can be a resource for anyone else looking to find the same answer.

Marwan

Contributor ⭐️⭐️⭐️

@seth_schroeder Hi Seth, I tried creating the report in Report Builder, but i can not find the “Unsubscribed Emails” object under Matrix Data - I found “Opt-Out email” but does not contain the “Category” field. any thoughts on this?

Thanks!

Regards, Marwan Omar

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