What Your Leads See When They Unsubscribe

Summary

Overview: Every follow-up email from a sequence carries a link that lets the lead choose how much they hear from you: pause follow-ups, stop follow-ups, or unsubscribe from everything. Leads who text you can opt out with a keyword such as STOP. This guide shows what the lead sees, and what you see in Pippify afterwards.

Prerequisites:

• None. The link is added to follow-up emails automatically.

How Pippin Decides

1. Pause for 30 days: Pippin sends no follow-ups to this lead for 30 days. If the lead writes to you, Pippin still answers. Follow-ups can start again after the pause ends.
2. Stop following up: Pippin never sends this lead follow-ups again. If the lead writes to you, Pippin still answers.
3. Unsubscribe from everything (or an SMS or WhatsApp opt-out keyword): Pippin sends this lead nothing at all, on any channel: no replies, no follow-ups, no quotes and no booking links. You can still message the lead yourself.
4. In all three cases, any sequence the lead is on stops at once.

Limits

• The link is only in follow-up sequence emails, not in Pippin's normal replies.
• Pippify does not send a confirmation text when a lead texts an opt-out keyword.
• The brand name shown to the lead is the one in your brand settings, or your workspace name if none is set.

Step-by-Step Instructions

Step 1: The link in a follow-up email

At the bottom of each follow-up email, the lead sees:

Prefer fewer emails? Choose what you'd like to receive.

Some email apps, like Gmail, also show their own Unsubscribe button at the top of the email. Using that button unsubscribes the lead from everything straight away.

Step 2: The Email preferences page

When the lead clicks the link, a page titled Email preferences opens. It says Choose what you'd like to receive from followed by your brand name, and offers:

1. Pause for 30 days: We'll check back later. You can still reach us any time.
2. Stop following up: No more check-ins — but we'll still answer if you write to us.
3. Unsubscribe from everything, as a smaller link below the two buttons.

Step 3: The confirmation the lead sees

• After Pause for 30 days: You're all set and We'll stop following up for 30 days. If you write to us in the meantime, we'll still reply.
• After Stop following up: You're all set and We'll stop following up from your brand name, then If you write to us, we'll still reply.
• After Unsubscribe from everything: You've been unsubscribed and You won't receive further automated messages from your brand name

If the lead opens the link again after unsubscribing, they see the You've been unsubscribed page.

Step 4: Opting out by text message

A lead who texts you by SMS or WhatsApp can reply with just one of these words: STOP, STOPALL, UNSUBSCRIBE, CANCEL, END or QUIT. That unsubscribes them from everything. Replying START, UNSTOP or YES opts them back in. The message must be only the keyword. A sentence such as "please stop emailing me" is treated as a normal message.

Step 5: What you see in Pippify

1. In the Inbox list, the lead's row shows a badge: Unsubscribed, Follow-ups paused or No follow-ups. Hover over it for details.
2. When you open the lead, the details pane explains the choice, for example:
   • Unsubscribed: This lead used the unsubscribe link on … (or replied STOP). The AI will not contact them — no replies and no follow-ups. You can still message them yourself.
   • Follow-ups paused until …: This lead asked us to pause follow-ups. They still receive replies if they write to us, and follow-ups resume by themselves after that date.
   • Follow-ups stopped: This lead asked us to stop following up. They are not unsubscribed — a question they send still gets answered — but no check-ins will go out.
3. The lead's Follow-up section no longer offers to start a sequence. On the sequence's View leads page, the lead shows Stopped — opted out or Stopped — lead asked to pause.
4. If an unsubscribed lead writes to you, you get a notification: … sent a message but has opted out — the AI won't reply; respond manually if needed.

Verify It Worked

Success criteria:

• The lead's badge in the Inbox matches the choice they made.
• Their sequence shows as stopped on the View leads page.
• Pippin sends them no further follow-ups (and, if unsubscribed, no messages at all).

Troubleshooting

Common errors

• The lead sees Link not recognized and This link is invalid or has expired. If you want to stop receiving messages, just reply to any email from us and let us know.: the link is broken or too old. Fix: if the lead asks you by reply to stop, stop their sequence with Stop & Remove in the lead's Follow-up section.
• The lead sees Something went wrong. Please try again.: the choice wasn't saved. Fix: ask the lead to click the option again.
• "This lead has opted out of receiving messages, so it cannot be contacted automatically. You can still reply manually if needed." when you approve something in the Review Queue: the lead unsubscribed. Fix: reject the item and reply by hand if you must.

Limitations & considerations

• You can't start a sequence for a lead who unsubscribed or asked to pause or stop follow-ups.
• Respect your leads' choice. Messaging an unsubscribed lead by hand is possible, but use it only when they've asked you to.

Next Steps & Related Resources

• Next steps:
  • How to See Who Is on a Sequence and Why It Stopped
• Related articles:
  • What Happens When a Customer Opts Out
  • How to Put Leads on a Sequence
  • How to Create a Follow-Up Sequence
  • How Notifications Work

Need more help? For more information and assistance, please send an email to support@pippify.ai.

Last Updated: 10/12/2026