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Smile categorizes each of the emails it sends into one of three groups, and customers are able to control their email subscription preferences for each group. Customers can unsubscribe or resubscribe to specific email groups using the link included in every email sent by Smile. There is currently no way to view a customer’s email subscription preferences directly within Smile.

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Email groups

The emails Smile sends have been divided into the following groups based on advice from our ESP (Email Service Provider) and with relevant anti-spam legislation in mind. The goal of these groups is to maximize deliverability while still ensuring that customers get the emails they want and need. At this time, it is not possible to customize these groupings.

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How customers unsubscribe from Smile emails

Every email Smile sends will include a link for the customer to manage their email subscription preferences. This link will allow customers to unsubscribe from or resubscribe to one or all of the email groups. Customers cannot unsubscribe from specific emails, they can only unsubscribe from an entire email group. Once unsubscribed from a particular email group, Smile will no longer send the customer any emails from that group.
Important: Email subscription settings only apply to emails sent directly from Smile. If you are using a third party service (such as Klaviyo) to send reward program emails, you are responsible for ensuring a customer’s email marketing preferences are being respected.
Warning: If a customer marks a Smile email as spam, this may impact future deliverability of any Smile email to them, regardless of whether they are subscribed or unsubscribed to specific email groups.

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Marketing email preference syncing

When a customer is first seen in Smile, their email subscription preferences are copied from the e-commerce platform (e.g. Shopify or BigCommerce). If the customer record in the e-commerce platform indicates they do not accept marketing emails, the customer will be automatically unsubscribed from the Promotional emails group in Smile, however they will still remain subscribed to Confirmation emails and Reminder emails.

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Bi-directional syncing (only on Shopify)

For stores powered by Shopify, any change to a customer’s email marketing preferences in Shopify will be automatically synced to Smile, and vice versa. This only applies to the Promotional emails group, and does not impact Confirmation emails or Reminder emails. If a customer unsubscribes from the Promotional emails group in Smile, the customer’s marketing email preferences in Shopify will be updated to Not subscribed. If a customer resubscribes to the Promotional emails group in Smile, the customer’s marketing email preferences in Shopify will be updated to Subscribed. If a customer’s marketing email preferences are updated in Shopify to Subscribed, the customer will be subscribed to the Promotional emails group in Smile. If a customer’s marketing email preferences are updated in Shopify to Not subscribed, the customer will be unsubscribed from the Promotional emails group in Smile.