Contact Status

Contact status indicates whether or not you can send marketing emails to a contact and the level of engagement you have with a contact.

Depending on a contact's status, a contact is considered either active or inactive. Active contacts are “live” contacts that can receive marketing emails from you. Inactive contacts cannot receive marketing emails from you. Contacts are designated as active or inactive based on their status.

The following contact statuses are associated with active contacts:

  • Active - Contacts with a status of Active are contacts that can receive emails from you.
  • Onboarding - Contacts with a status of Onboarding are new contacts who are waiting to be sent their first marketing email from you. Once they are sent their first marketing email from you, they will enter the automated onboarding process. After they complete the automated onboarding process, their status is switched to Active.
    Tip: For more information on automated onboarding, see Automated Onboarding.

The following contact statuses are associated with Inactive contacts:

  • Transactional - Contacts with a status of Transactional can only be sent transactional emails. A transactional email facilitates an agreed-upon transaction, or updates a customer in an existing business relationship. The primary purpose of the email must be transactional in both the subject line and body. It is permissible to mix in a marketing message/offer in the body. But if a marketing message/offer is added it cannot be the primary purpose of the email and must be included after the transactional content. The marketing portion can be up to 50% of the message as long as it is below the transactional content in the message. Examples of transactional emails include order confirmations, shipping notices, changes in account status, etc. Transactional emails are exempt from CAN-SPAM compliance in the US, but we suggest that all transactional emails adhere to our suggested best practices. For more information on Transactional Emails, see Transactional Emails.
  • Unsubscribed - Contacts with a status of Unsubscribed have either unsubscribed themselves from receiving marketing emails from you, or were unsubscribed by you. Contacts can unsubscribe themselves by clicking an unsubscribe link, or by manually marking an email from you as spam in their inbox. When a contact is unsubscribed, their status changes to Unsubscribed. When their status is changed to Unsubscribed, the contact will no longer receive marketing emails from you. The contact can still receive transactional emails from you. The contact will also remain on any lists they have been added to.
  • Bounce - Contacts with a status of Bounce cannot be sent emails because they have hard bounced due to a bad email address, or they have exceeded the bounce limit set for your account.
    Tip: For more information on bounced messages, see Email Bounce.
  • Unconfirmed - Contacts with a status of Unconfirmed have not yet agreed to receive marketing emails from you. Remember, one of our policies is that contacts must agree to receive marketing emails from you in order for you to send to them. One way to move Unconfirmed contacts to Active status is to send them an email that includes a Subscription Confirmation webform which will allow them to double opt-in.