Custom Opt-Out Setting for Opt-Out Categories

Overview

Custom Opt-Out Settings allow you to configure branded email footers and opt-out experiences that align with your organization’s compliance and communication standards. You can choose between Opt-Out Categories and Global Opt-Out modes, connect your own hosted preference pages using API, and manage unsubscribe behavior across dynamic Journey Orchestrator (JO) programs. This setup supports localization, List-Unsubscribe headers, and analytics tracking that ensures a consistent and regulation-ready email experience.

To access the settings, navigate to Administration > Communication > Opt-out Configuration > Opt-Out Settings.
 

The Opt-Out Settings page provides two options for managing opt-out preferences: Gainsight Managed Opt-Out and Custom Opt-Out. Select one of these options to continue. 

• Gainsight Managed Opt-Out uses predefined categories and opt-out pages managed by Gainsight
• Custom Opt-Out allows you to configure your own footer and integrate with a self-hosted unsubscribe experience.

By default, the Gainsight Managed Opt-Out option is selected as the Opt-Out Preference.

If you select Gainsight Managed Opt-Out, refer to the Gainsight Managed Opt-Out Settings article for further instructions.
If you select Custom Opt-Out, continue with the instructions in the Custom Opt-Out section below.

Custom Opt-Out

Custom Opt-Out has two options for managing opt-out preferences: Opt-Out Categories and Global Opt-Out. Select one of these options to continue.

• Opt-Out Categories: In this setup, you can use your own hosted page while leveraging Gainsight's opt-out categories. Gainsight recommends this approach because it integrates seamlessly with Journey Orchestrator (JO). Any recipient who opts out no longer receives emails associated with the same opt-out category.
  To activate this functionality, ensure that your system calls the Update Preference API to push opt-out data back to Gainsight whenever a user updates their email preferences on your hosted page.
• Global Opt-Out: In this setup, you use your own hosted page along with the Global Email Opt-Out field on the Person object to suppress all non-operational and promotional email communications. To activate this functionality, your system must call the Upsert Person API to send the updated email preference data back to Gainsight whenever a user modifies their preferences on your hosted page.

Note: The Pages tab is not applicable in this scenario and is deactivated for Custom Opt-Out settings.

You can switch from Custom Opt-Out to Gainsight Managed Opt-Out settings at any time by clicking the Gainsight Managed Opt-Out option. A confirmation dialog box appears to complete the change.
 

Note: Custom footers are not supported in Advanced or Simple Programs. Make sure to select this option only if you are using Dynamic JO programs.

If you select Opt-Out Categories settings, refer to the Create Opt-Out Categories in Opt-Out Setting section for further instructions. The Pages section is not applicable for Opt-Out Categories and only Categories section is applicable.

If you select Global Opt-Out setting, refer to the Custom Opt-Out Setting for Global Opt-Out article for further instructions.

You can also switch between these two options using the Change Custom Opt-Out Type option.

Create Opt-Out Categories in Opt-Out Setting 

Follow the steps below to get started with creating an opt-out setting:

1. Click Create New to create an opt-out setting. The New Opt-Out Setting page appears.
   
   
    
2. Enter the Name and Description. 
   Note: Mandatory fields are marked with an asterisk. By default, the original Gainsight footer text is available.
   
   
    
3. In the Footer section, modify the content directly, or click Insert HTML to customize the footer using HTML code.
   
   
    
4. Click Save to apply the changes.
   

List-Unsubscribe: <Your POST endpoint URL>
List-Unsubscribe-Post: List-Unsubscribe=One-Click

https://www.example.com/header-unsub...FtcGxlLmNvbSJ9

{
  "optOutCodes": [
    "Customer Success Communication",
    "Marketing"
  ],
  "recipientId": "1I0075IFDBO3399ELQ24TGP312RO2ERG9BLE",
  "emailId": "person1@example.com"
}

More Options for Managing Opt-Out Settings

From the three-vertical dots menu, you can:

• Edit: Modify any custom opt-out settings.
• Delete: Remove any custom opt-out settings.
• Set as Default: Marks a custom opt-out setting as the default selection for non-operational email templates.
• Apply To All: The setting is applied to all non-operational templates, except those linked to an active or scheduled Journey Orchestrator (JO) program.
  
  
  
  
  Note: These settings are applicable only to active templates.

Create a Non-Operational Email Template

Users can follow the steps below to create and configure a non-operational email template in Journey Orchestrator:

1. Navigate to Digital Journey > Email Templates.
2. Click New Template to create a new email template.
   
   
   
    
3. In the Create a New Template form:
   1. Enter a Template Name and Description.
   2. From the Folder Selection dropdown list, select a location where you want to save the template.
   3. Select Non-Operational as the Email Type.
   4. From the Select an Opt-Out Category dropdown list, choose a category.
   5. From the Select an Opt-Out Setting dropdown list, choose an opt-out setting.
      Note: The default setting defined on the Custom Opt-Out Settings page is selected automatically.
      
      
       
   6. Click Next.
4. Under Create a New Template, select a layout.
5. Click Save.
   
   
    

Create a New Email Template Version

Use the New Version option in Email Templates to create multiple versions of an email template to support different opt-out settings for various audiences. This flexibility empowers you to tailor unsubscribe behavior, footer content, and compliance messaging based on region, language, or audience type, without duplicating templates.

To create a new version:

1. Click New Version. The Create Version dialog box appears.
   
   
    
2. Enter the following details:
   1. Enter the Version Name
   2. Choose an Opt-Out Language from the dropdown list
   3. Choose a Layout
   4. Click Create. The new version gets created.
      
      
       
3. You can modify existing tokens in the opt-out settings and add new tokens, but only from the set of tokens used in the default variant of the email footer’s unsubscribe link.
   
   
    
4. Click Save to keep the changes.
5. (Optional) To revert footer changes, click Reset icon.
   Note 
   • The Send Test Mail option in Preview sends a test email with an actual unsubscribe link and if the recipient clicks on the link they are unsubscribed from receiving any emails.
   • Users can view opt-out analytics from Digital Journey > Programs > Analytics in Unsubscribe metrics.

Important

• The custom footer token is configurable in Journey Orchestration (JO) only for Dynamic Programs.
• This feature is not supported in either Simple or Advanced Journey Orchestrator (JO).
• Removing or altering an admin-configured token disables the unsubscribe functionality.
• Using and editing custom link is only supported in new email template builder
• No action is required for the opt-out identifier It is automatically populated based on the email template configuration.
• When sending emails using the Compose Email option in Group Send, editing the footer content is not supported. You can only modify the token mappings.