Understanding Contacts imported from Klaviyo with a Never Subscribed status
Overview
Klaviyo allows email addresses collected by eCommerce integrations like Shopify to collect email addresses from purchasers who did not opt into email marketing consent. These contacts are given a status of "Never Subscribed." Read on to learn more about how to manage these contacts in Sendlane.
In this guide
- When are contacts considered "never subscribed"?
- Can I send to contacts with a "never subscribed" status?
- How to exclude contacts with a "never subscribed" status from Campaigns
When are contacts considered "never subscribed"?
According to Klaviyo, contacts are considered "never subscribed" when they are brought into Klaviyo after "general engagement":
There are certain methods of adding a profile to Klaviyo that will result in consent status of Never Subscribed, with a yellow checkmark. If a profile has Never Subscribed, and is also not a member of any lists, they were likely added to Klaviyo due to general engagement with your brand.
Can I send email to contacts with a "never subscribed" status?
After importing contacts from Klaviyo, you may want to send email to contacts with a "never subscribed" status. "Never subscribed" contacts are not automatically prevented from receiving email from your Sendlane account. Klaviyo advises that these contacts "are eligible for campaign and flow emails, but we recommend exercising caution when contacting them. Make sure you’re only sending them emails you know they’ll be interested in, like abandoned cart flow messages or followup information from a recent order."
We highly recommend creating a segment for never subscribed contacts and excluding that segment from most, if not all, Campaigns.
Can I send SMS to contacts with a "never subscribed" status?
The "never subscribed" status applies to email only. No contacts are imported with a "never subscribed" status for SMS. Contacts without affirmative SMS consent recorded in their contact profile in Sendlane are automatically prevented from receiving SMS messages.
How to exclude contacts with a "never subscribed" status from Campaigns
Create a segment with a condition of Email Consent = Never Subscribed. Add this segment to the "don't send" section of the audience setup for email campaigns.