Preference center FAQ

Answers to common questions about the preference center. To set it up, see Set up the preference center.

What happens if I rename a category?

When you rename a category, the values in Subscribed Email Categories are automatically updated to match the new category name for all subscribers.

What happens to existing campaigns when I set up the subscription preference center?

Email categories only apply to new campaigns and templates created after the feature is enabled. Campaigns created before category setup will be sent without regard to user preferences and will bypass opt-outs (like transactional messages).

Will users still receive transactional emails if they unsubscribe from all categories?

Yes. Transactional messages bypass user preferences, unsubscribe settings, and frequency capping to ensure critical communication, such as password resets or order confirmations, is always delivered.

What happens to campaigns if I delete a category used in them?

Any active campaigns or journeys that use the deleted category will be paused automatically. You’ll receive a notification in the Notification Center informing you about the issue. To resume sending, you must assign a new category to the affected campaigns or journeys.

Can I create custom category names?

Yes. You can create up to 20 unique categories per project. Use clear, user-friendly names that match the type of content users expect to receive (e.g., Newsletters, Product Updates).

How do I find out why users unsubscribe?

Turn on Unsubscribe reason survey in the unsubscribe flow. Answers are saved to the Unsubscribe Reason tag. To see them, click View stats on the Survey tile.

Do I need to do anything to enable unsubscribe links?

Add an unsubscribe link to your email content so recipients can opt out. The pages users see after clicking it are described in What happens when a user clicks the unsubscribe link. Optionally, add a Preference center link so users can manage all categories in one place.