Manage Unsubscribes and Email Compliance

Why unsubscribe management matters#

Every marketing email sent from AI Engage CRM must include an unsubscribe link. This is a legal requirement under CAN-SPAM (USA), GDPR (EU/UK), CASL (Canada), and most other email regulations worldwide.

Beyond compliance, a working unsubscribe process is good for your sender reputation — contacts who want to opt out but cannot find the link will mark your email as spam instead, which damages deliverability for everyone on your domain.

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Do not disable the unsubscribe link. AI Engage CRM warns you explicitly if you attempt to turn it off. Sending marketing emails without an opt-out mechanism carries significant legal risk and can result in your sending domain being blacklisted.

How unsubscribes work in AI Engage CRM#

When a contact clicks the unsubscribe link in any campaign email:

They are taken to a confirmation page within the CRM (hosted on your KB/portal domain)
They confirm their opt-out
The contact's record is automatically flagged as unsubscribed in the CRM
That contact is excluded from all future campaign sends — automatically, with no manual action required

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Unsubscribed contacts remain in your CRM — their record and activity history are not deleted. Only marketing email sends are blocked. You can still log calls, create tasks, or send individual one-off emails to unsubscribed contacts if there is a legitimate transactional reason.

Unsubscribe settings to configure#

Navigate to Settings → Marketing Channel → Email → Unsubscribe.

Configure the following:

Enable unsubscribe link — keep this on. When enabled, the unsubscribe footer is automatically appended to every campaign email.
Link Text — the paragraph shown in the email footer above the unsubscribe link. Customise this to match your brand voice. Example: "You received this email because you opted in to hear from us. If you no longer wish to receive marketing emails, you can unsubscribe at any time."
Confirmation Page Message — the text displayed to the contact after they successfully unsubscribe. Keep it friendly and informative. Example: "You've been unsubscribed. You won't receive any more marketing emails from us. It may take up to 24 hours to take effect."

A live preview updates in real time as you edit the link text, so you can see exactly how the footer will appear in your emails before saving.

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Personalise your unsubscribe footer to reduce opt-out rates. Remind contacts why they are receiving the email ("You signed up for our newsletter in January") — context helps contacts decide to stay subscribed rather than opting out reflexively.

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