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When a consumer opts out of email communications, the ACI Platform automatically updates all relevant records and generates a return file to document the opt-out event. This ensures your campaign data stays accurate and that opt-out decisions are captured and delivered through the standard return file process.

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Opt-Out Workflow

1

Email Log Is Searched

The system searches the email log by the consumer’s email address to find the matching campaign record.
2

Email Log Status Updated

The email log entry is updated to Opt-Out.
3

Collection Account Status Updated

The collection account linked to that email address is updated to Opt-Out.
4

CSV File Created

A single CSV file is created for the opt-out event.
5

File Saved to ACI Return File Folder

The CSV is saved to the ACI Return File folder.
6

Good Sync Runs Analyze and Sync

Good Sync runs its analyze and sync process on the ACI Return File folder.
7

Return File Sent to FTP via FileZilla

The return file is sent to FTP through FileZilla, completing the opt-out workflow.

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Tracking Opt-Outs

Opt-out events are visible in two places within the platform:
  • Email Campaigns tab — displays the Opt-Outs metric with an aggregate count of opt-out events for your campaign.
  • Email Summary tab — shows a per-address status so you can see exactly which consumers have opted out.
Once an account is marked Opt-Out, it should not be included in future campaigns for that consumer. Continuing to send emails to opted-out addresses may violate consumer communication policies.
The opt-out return file is delivered through the same Good Sync and FTP process as other campaign events — no additional configuration is required.
For more details, see the Email Campaigns Tab and Good Sync documentation.