Answer Omnisend Subscription Questions on WhatsApp

This recipe answers subscribers who ask in chat what they are signed up for, and unsubscribes them or narrows what they get when they ask. Part of connecting Omnisend to WhatsApp and AI chat.

What happens today

Subscribers reply on WhatsApp or Instagram to ask why they get your emails or texts, whether they are on the sale list, or to stop them. Someone has to log in to Omnisend, search for them and change it by hand. When that waits, some people mark your emails as spam or report your texts instead, which hurts delivery to the rest of your list.

The flow that works

AeroChat asks for the email they subscribed with, if it does not have it.
It looks them up in Omnisend.
It tells them whether they get your emails, your texts or both.
If they ask to stop everything, it unsubscribes them from both straight away and confirms.
If they only want fewer messages, it stops texts or removes the topic they no longer want and keeps the rest.
It records the request on the contact with the date.

The recipe

Copy this into AeroChat

When someone asks whether they are subscribed, why they get our emails, or asks to change or stop them, follow these steps.

If we do not have their email, ask: “Which email address do you receive our emails on?”

Find their contact in Omnisend by email.

If there is no match, tell them we could not find that email and ask whether they use another one.

Tell them whether they are subscribed to our emails and to our texts, and which interest tags they have.

If they ask to stop all marketing, set their email status and SMS status to unsubscribed in Omnisend and confirm: “Done. You will not receive any more marketing emails or texts from us.”

If they only want to stop texts, set only their SMS status to unsubscribed and keep their emails. If they only want to stop one kind of email, such as sale alerts (example), remove that interest tag instead.

Set the custom property last_chat_request to what they asked for and the date (example).

Do not try to talk them out of unsubscribing. Never subscribe anyone or add them to a list in this workflow. Reply in the customer’s language.

Change the example names and values to the ones your Omnisend account uses before you paste it.

What to connect

Omnisend. An admin opens Store settings, API keys in Omnisend, creates an API key with access to contacts and copies it. Paste it in when AeroChat asks.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Omnisend, then switch it on. If it built the connection from Omnisend’s public documentation, the checklist asks you to check it once against the current docs.

Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.

Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.

What you still decide

Whether AeroChat offers fewer emails before a full unsubscribe, or acts on the request straight away.
Which tags count as topics a subscriber can switch off on their own.
Who gets the handover if someone has a complaint about an email.

The result to expect

Subscribers get an answer about their emails in the chat they already use, and unsubscribe requests are done in Omnisend the moment they are made. Fewer people reach for the spam button, and nobody on your team has to search Omnisend by hand.

Measure it with your own numbers: unsubscribe requests handled in chat, and your spam complaint rate, for a month before and after.

Next: add chat contacts to your list with consent.

Works on every chat channel

This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, the chat on your website and email, with the same Omnisend connection behind it. See what each channel does on the Omnisend integration page.

Handle your next subscription question in chat

Paste the recipe, add your Omnisend API key, and ask the chat about your own subscription.

Start your 7-day free trial. No credit card needed.

On Shopify? Install AeroChat from the Shopify App Store.