Managing email subscriptions
Make sure you are familiar with the tools that Braze provides for managing user email subscriptions and targeting campaigns at users with particular subscription states. These tools are critical for compliance with anti-spam laws.
Unsubscribed email addresses
Braze will automatically unsubscribe any user who manually unsubscribes from your email through a custom footer. If the user updates their email address and Resubscribe users when they update their email is enabled in your Sending Configuration settings, normal email sending will resume.
If a user has marked one or more of your emails as spam, Braze will only send transactional emails to this user.
Refer to our IP warming best practices for guidance on how to reengage your users effectively.
Bounces and invalid emails
Hard bounces can happen if the email is invalid or doesn’t exist. In this case, Braze will mark the user’s email address as invalid and will not attempt to send any further emails to that email address. If that user changes their email address, then we will resume sending emails to them since their new email may be valid. Soft bounces are automatically retried for 72 hours.
For duplicate emails, if one email unsubscribes, other profiles (up to 100 profiles) with that email address are updated to reflect the same subscription state. This applies for unsubscribes and other changes to subscription state, such as global email subscription state and individual subscription group statuses.
Braze automatically checks for and removes duplicate email addresses when an email campaign is sent. This way an email is only sent once and is “deduped” which checks that it doesn’t hit the same email multiple times even if multiple user profiles share a common address.
Because deduplication occurs when targeted users are included in the same dispatch, triggered campaigns (excluding API-triggered campaigns) may result in multiple sends to the same email address (even within a time period where users could be excluded due to reeligibility) if differing users with matching emails log the trigger event at different times.
For example, if user A and user B share the email
[email protected] but their profile is in different time zone, when the campaign trigger event includes sending in a user’s time zone, the email
[email protected] will receive two emails.
If you send an API campaign through an API call (excluding API-triggered campaigns), and multiple users are specified in the segment audience with the same email address, we will send it to that address as many times are listed in the call. This is because we assume that API calls are purposefully constructed.
Note that API-triggered campaigns will dedupe or send duplicates depending on where the audience is defined.
- Deduping will occur if there are duplicate emails in a target segment or duplicate emails due to duplicate IDs within the recipient field of an API-triggered call.
- Duplicate emails will occur if you directly target separate user IDs within the recipient field of an API-triggered call.