Think of unsubscribing a user as moving them to a 'Do not contact further' list. When you click 'unsubscribe' on a user, it will hide them from the review manager workflow tab but they will stay in your customers tab so if you ever want to add them back you can. This helps remove the chance that someone on your team accidentally contacts a user that explicitly did not want to be contacted.
Managing Unsubscribes
Sample use cases for unsubscribing customers in the review manager:
If you accidentally upload a client you don't want to reach out to with a review campaign
If a client is in an active campaign but you want to stop the campaign
If a client has finished a campaign and you don't want anyone on the team to 'followup' or reach out again
Monitoring List Health and Sendability via Bounces
Make sure to upload clean customer lists with valid emails to avoid negatively impacting your campaigns' sendability:
FAQs
If I accidentally archive/unsubscribe a review in the Review Manager, how can I undo this to have them reappear?
If you accidentally archive/unsubscribe a client in the Review Manager, it will just hide them from the review manager to make sure nobody from your team accidentally reaches out to them but they will remain in the clients tab.
Navigate to the clients tab and filter status = unsubscribe (shown here) to view a list of all unsubscribed/archived clients
Click into the client you want to re-subscribe (shown here)
Click the re-subscribe button (shown here)
Some of our clients disappeared from the Review Manager. Did we lose their reviews?
No. When anyone on your team unsubscribes a client, they're hidden from the Review Manager so nobody contacts them again by accident. Their record and any reviews they left stay intact. To bring them back, go to the Clients tab and filter by status = unsubscribed. Click into the client to see who on your team unsubscribed them, then click Re-subscribe.
Can HTR clear out old or bounced contacts from our Review Manager?
Yes. Reach out via live chat and our team can clear out your contacts for you. Because this can't be undone, we'll ask you to reply with the word "CONFIRM" so we have a record of your request before we make the change.
If you clear out our contacts, will we lose any reviews?
No. Anyone who has already left a review stays in the "Left a review" tab of the Review Manager, and their review is not affected.
What happens to contacts whose emails bounce?
When a review request to a contact bounces, they're automatically unsubscribed and hidden from the Review Manager, so nobody on your team sends more emails to an address that doesn't work. Re-importing them won't add them back. You can find them anytime by searching "unsubscribe" in the Clients tab, and hovering over a contact shows why they were unsubscribed.
Do I need to remove bounced contacts before my next campaign?
No. Bounced contacts are already excluded from future sends, so they won't affect your next campaign. To keep your sendability healthy, run new lists through an email verification tool before you upload them.