Exclusion List

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Introduction

The Exclusion List feature in ActiveCampaign is crucial for maintaining effective email marketing practices. It allows you to manage which contacts can receive your emails, ensuring that you respect their preferences and comply with regulations. If a contact is on an Exclusion List, they will not receive emails from your campaigns, even if they are technically subscribed. Understanding how to navigate and manage Exclusion Lists is vital for any marketer utilizing ActiveCampaign.

How to Access This Feature

To access the Exclusion List feature, follow these simple steps: 1. Log in to your ActiveCampaign account. 2. On the left menu, click on Contacts. 3. Open the specific contact's record that you want to check.

Step-by-Step Instructions

Once you have accessed the contact's record, you can determine if they are on an Exclusion List. Here are the steps in detail:

1. **Open the contact's record**: This is done by clicking on the desired contact from your list.

2. **Check the List Section**: In the contact record, look for information regarding their status as follows:

  - If you see a red error message stating: "This contact is currently on your user-managed exclusion list. Click here to manage your exclusion list." this indicates the contact is on your managed Exclusion List. To remove them, simply click on the text within the message or go to Contacts > Manage Exclusions.
  - Alternatively, if the message reads: "This contact is on the exclusion list because they marked your email as spam," this indicates that the contact is on ActiveCampaign's internal Account Exclusion List. In this case, you will need to contact the Customer Experience Team to request removal from this list.

Configuration Options and Settings

Understanding the various lists helps ensure you have a clean and effective email marketing strategy. Here are the main configuration options you may encounter:

- User-Managed Exclusion List - This is directly managed by you, where you can add or remove contacts based on your preferences. - ActiveCampaign's Internal Account Exclusion List - This list is maintained by ActiveCampaign to comply with spam regulations. Only their support team can manage contacts on this list.

Best Practices and Tips

- Always verify a contact's Exclusion List status if they report not receiving emails despite being subscribed. This will help you address their concerns promptly. - Regularly review your user-managed Exclusion List to ensure that you're not unintentionally excluding active subscribers who wish to receive your communication. - Keep track of the contacts who opt-out or mark your emails as spam to analyze your marketing strategies and improve email deliverability.

Common Use Cases with Examples

1. **Contact Not Receiving a Newsletter**: A contact may have signed up for a newsletter but is not receiving any emails because they are marked on the user-managed Exclusion List. You can quickly resolve this by checking their record and removing them from the exclusion list as needed.

2. **Contacts Marking Emails as Spam**: If a contact has reported your emails as spam, they will be placed on the internal Account Exclusion List. Acknowledging this, you should reach out to them to understand their concerns and address them.

Troubleshooting

If a contact is not receiving emails but appears subscribed: - Confirm they are not on your user-managed Exclusion List as described in the steps above. - If they do appear on ActiveCampaign's internal Exclusion List, reach out to the Customer Experience Team to seek assistance.

Related Features

To learn more about managing your contacts and improving your email strategies, consider exploring the following features: - Tags - Segments - User Groups

FAQ

Q1: What is the Exclusion List in ActiveCampaign? A1: The Exclusion List feature allows you to manage contacts who should not receive your emails, even if they remain subscribed.

Q2: How can I check if a contact is on the Exclusion List? A2: You can check this by opening the contact's record and looking for error messages indicating their status on either your user-managed or ActiveCampaign's internal Exclusion List.

Q3: What should I do if a contact is on the internal Exclusion List? A3: You need to contact the Customer Experience Team for assistance in removing the contact from the internal list.

Q4: Can I remove contacts from the user-managed Exclusion List? A4: Yes, you can manage and remove contacts from your user-managed Exclusion List directly in your ActiveCampaign account.

Q5: How can I prevent contacts from being marked as spam? A5: Ensure your emails are relevant, avoid excessive promotional content, and maintain good engagement with your audience to minimize spam reports.

Q6: Is there a limit to the number of contacts I can manage on my Exclusion List? A6: There is no specific limit, but it's best to regularly review and clean up your Exclusion List to avoid unnecessary exclusions.

Q7: How do I handle complaints from contacts about not receiving emails? A7: Always check their status on the Exclusion List and communicate with them to understand and address their concerns appropriately.

By leveraging the Exclusion List feature effectively, you can enhance the relevance of your emails and maintain a healthy relationship with your contacts. ```