There are a couple of different reasons why the Keela system will automatically remove recipients from your Email Marketing - let's chat through each of them!
Contact's Email Subscription Status is set to "Unknown" and the Send to Unknown Option wasn't selected
There are three types of Subscription Statuses that a Contact can have in Keela. If the Keela system hasn't received specific direction from your Organization or from a Contact as to what that status should be, it will be automatically updated to Unknown.
Before you send your Email Marketing, you must choose the Recipients that you would like your Email Marketing to be sent to.
When selecting your Recipients, whether it's through a Segment or simply all Contacts, you are also given the option of whether or not you would like to include any Contacts with an Unknown Subscription Status within that list.
If you do not tick this box, and some of the selected Recipients have an Unknown Email Subscription status, they will be automatically removed from your Recipient list.
This option has been introduced to ensure that Keela is compliant with GDPR regulations. We do not advise sending email communications to a Contact unless they have explicitly Opted In to receive emails.
If your Contact has Opted In, you can find information on how to update their Email Subscription Status here: How to Bulk Update Email Subscription Statuses
Contact is Unsubscribed
You may want to check if the Contacts that you are sending your Email Marketing to are Opted-out (Unsubscribed), as Keela will not send Email Marketing to Opted-out contacts. There are two ways your Contacts can be Opted-out.
(1) By the contact themselves, through the Unsubscribe Smart Code included in the Footer of your Email Marketing.
We recommend including this code at the bottom of every mass email that you send out as it ensures that you are compliant with Anti-Spam Laws. It provides your Contacts with the option of managing their own subscription to your mass emails which is very important!
(2) By you or a team member in the Contact's Profile.
Anyone on your team with the appropriate permissions can update or adjust your Contacts' subscription status directly in Keela.
Contact's Email Address is Invalid
The Keela system will automatically check that your email addresses have all of the usual elements like an @ symbol or a domain at the end. If your email addresses are missing these standard properties we'll clear them from the list to help keep your rejection statistics more accurate.
Contact Doesn't have an Email Address
If you send your Email Marketing to Contacts without an email address, they will not be included in the Recipients list.