Transactional versus Marketing Communications

Transactional communications, such as KYC verifications, policy changes, company announcements, and account notifications, can be sent even to self-excluded or unsubscribed accounts. This applies to both Journeys and Campaigns but requires specific settings to be adjusted.

Configuring Journeys for Transactional Emails

By default, Journeys do not send messages to customers who have opted out or unsubscribed. To enable transactional emails:

1. Navigate to Preferences within the Journey settings.
2. Open the Delivery section.
3. Locate the options "Ignore Opt-Outs" and "Ignore Unsubscribes" (both default to false).
4. Enable both options to allow the Journey to send transactional emails.

Configuring Campaigns (Lifecycle & Retention) for Transactional Emails

By default, Lifecycle and Retention Campaigns also do not send messages to opted-out or unsubscribed customers. To enable transactional emails:

1. Navigate to Preferences within the Campaign settings.
2. Ensure "Use Global Settings" is disabled.
3. Open the Delivery Preferences section.
4. Locate the options "Ignore Opt-Outs" and "Ignore Unsubscribes" (both default to false).
5. Enable both options to allow the Campaign to send transactional emails.