Topic
How to view a list of Contacts and Users that have unsubscribed from one or more Delivery Methods (SMS, Email, Voice) used for sending Notifications from Everbridge Suite, and how to check if a contact is still active.
Description
To view a list of contacts who have unsubscribed from SMS, Email, Voice notifications in Everbridge Suite, there is a Quick Report available in Everbridge Suite called Unsubscribe Requests. You can run this report to view a list of contacts that have unsubscribed from any of these delivery methods (SMS, Email, Voice).
To view this report:
Log in to the Manager Portal and select your Organization.
Select Reports & Analytics > Reports.
Under Quick Reports select Unsubscribe Requests.
Select Download CSV.
View the downloaded CSV report to see the list of contacts who have opted out of one or more delivery methods (SMS, Email, Voice) and which delivery methods they have opted out of.
What the Unsubscribe Requests report shows
The contact (for example, name or ID) associated with the unsubscribe.
The delivery method(s) the contact unsubscribed from (SMS, email, voice).
The date the unsubscribe was recorded.
In some cases the same phone number or email address may appear multiple times if it existed in multiple contact records or fields (for example, both a business phone and an "alert" phone). A single unsubscribe action against that number removes all occurrences of the number, which can appear in the report as multiple entries for the same unsubscribe event.
Example:
In this example John Smith has opted out of all delivery methods, SMS, email and voice.
Where unsubscribe status appears elsewhere
When a contact unsubscribes from a delivery method, that status does not appear as an editable field in the contact record.
In notification results, the call result for that specific delivery method will show "not attempted – unsubscribed" when an attempt is skipped because of an unsubscribe.
You can also review organization-level unsubscribe lists and incident/notification reports to see which contacts were unsubscribed for a given send.
Checking if a Contact is Active
While there is no direct way to determine if a contact is "active" within the Everbridge platform, you can use the following methods to identify contacts that may no longer be using the service:
Advanced Search: Perform an Advanced Search to view contact activity.
Unsubscribe Report: Generate the Unsubscribe Requests report as described above to see which contacts have opted out of notifications.
Using this information, you can clean up your contact database by deleting accounts for users who no longer require Everbridge services.
Notes
You or your message senders will not be able to add contacts to the unsubscribe list or remove contacts from the unsubscribe list from within your Organization.
If any of your contacts have asked you to stop sending notifications to them via SMS, email or voice you can either remove their contact information from your Everbridge Organization (and your system of record) or ask your constituent to follow the steps to unsubscribe/opt-out in the relevant KBAs listed below.
Phone numbers, mobile phone numbers and email addresses will remain on the unsubscribe list indefinitely or until your constituent resubscribes.
If a contact's phone number or email address is also blocked by an Everbridge platform-level suppression list due to previous delivery issues, you must contact Everbridge Support to review and, if appropriate, remove that address or number from suppression.
See knowledge article EBS: Troubleshooting & Configuration Guide for SMS, Email, and Voice: Subscribe, Unsubscribe, Opt-In, Opt-Out - Main Page for more information.