Enable your contacts to manage their email preferences by giving them an organized list of subscription types to control what they receive. This way, they can opt to receive only specific emails from your web application. 

 

These are different types of emails that are sent from your web application and the following subscription preferences are offered by default. 

  • Marketing emails: All emails that are sent from the Marketing Automation module. This includes marketing emails such as: 

    • Conferences

    • Newsletters

    • Product Updates

    • Promotional

  • Non-marketing emails: All emails that are sent from the Sales Conversations module. This includes emails from:

    • Sales sequences

    • Bulk Emails

    • Workflow emails

    • Transactional emails

 

The link to manage email preference will be present in the footer part of any email sent from your web application.


 

Clicking on the subscription preference link will direct the recipient of an email to a subscription preference webpage where they can choose to subscribe to the subscription types which interests them and unsubscribe the rest. 

 

The subscription preference webpage will display the email address of the recipient and the list of subscriptions types (Eg: Promotion, newsletter) created by the user. 

 

After clicking on ‘save preferences’ a confirmation screen will be displayed as shown below.

 

If the contact wants to set his preferences again, he/she can go back to the subscription preference portal to remodify the preferences set.


Note: As a user, one can override the subscription preference set by the contact by updating it from your web application. You can refer to this article to know how to manage subscription preferences for your contacts.

Understanding Unsubscribes from reports of an email campaign and journey emails:

Here, you will know how to understand the unsubscribed events from the email campaign and journey email reports.

After running an email campaign or going live with a journey, you will find the reports populated in real-time and you will be able to see the summary of each campaign.

  • Choose the appropriate email campaign or journey email and click on ‘view reports’ to check the unsubscribes events for.

  • The ‘Summary’ tab opens and gives you the necessary email metrics.

  • Under ‘Engagement metrics’, you will find the number of ‘Total unsubscribes’ and ‘Unique unsubscribes’.

Total unsubscribes:


The number of subscription types unsubscribed by the recipients.

 

If a contact unsubscribes from ‘Newsletters’ and ‘Promotional’ subscription types, the count will be 2. 

Unique unsubscribes:

The number of contacts who chose to unsubscribe from any subscription type or chose to opt-out from all.

Reporting on Contacts by Subscription Type Distribution

Freshsales does not currently provide a built-in report or dashboard widget to show:

  • Contacts subscribed to all subscription types

  • Distribution of contacts by the number of subscription types they are subscribed to, such as contacts subscribed to 1 type, 2 types, 3 types, and so on

Understanding the Subscription Status field

The Subscription status field in Freshsales allows you to filter contacts based on their overall subscription status:

  • Subscribed — The contact is subscribed to at least one subscription type.

  • Not subscribed — The contact has not opted in to any subscription types.

  • Unsubscribed — The contact has unsubscribed from all subscription types.

However, this filter does not provide a breakdown of the number of subscription types associated with each contact.

Workaround:

If you need to analyze contacts based on the number or combination of subscription types they hold, consider the following approaches.

Manual review using Segments or Lists

  1. Create a segment or list filtered by Subscription status = Subscribed.

  2. Open each contact record and manually review the subscription types selected for that contact.

This approach is suitable for small datasets but does not scale for larger datasets.

You can also add a filter in the contacts list view page using the subscription type filter.

For example, you can calculate:

  • Number of contacts subscribed to 1 subscription type

  • Number of contacts subscribed to 2 subscription types

  • Number of contacts subscribed to 3 subscription types

  • Number of contacts subscribed to all subscription types

Note: Email campaign reports and Journey analytics show total unsubscribes and unique unsubscribes. However, they do not provide a breakdown of unsubscribe or subscription activity by individual subscription type.