This is general guidance to help you run your email and SMS marketing well. It isn't legal advice. If you're unsure about your obligations, check the ACMA website or speak to an adviser.
The three rules for every marketing message
Australia's Spam Act requires that every commercial email and SMS: 1. Is sent with consent. Either the person clearly agreed (for example ticked a box or filled in a sign-up form), or consent can reasonably be inferred from an existing relationship. 2. Identifies you. Say who it's from and include your contact details. Your business address is in the default email footer. 3. Has a working unsubscribe. It must be easy, free, and honoured promptly. Every email from Liven Engage includes an unsubscribe link by default, so don't remove it.
Where your contacts' consent comes from
Source | What to check |
Nomni POS customers | Every customer with a valid email is added to All Contacts as subscribed. The POS marketing checkboxes aren't synced. Make sure you have permission before emailing |
Venue app sign-ups | The Consent field shows |
Website forms | Clear wording on the form; double opt-in keeps the list clean |
CSV imports | Only import people who agreed. Import past unsubscribes as Unsubscribed |
Keep a note of how and when you collected permission (for example a screenshot of your sign-up form wording).
Contact statuses
Each contact has a status on each list:
Status | Meaning | Receives campaigns? |
Active | Subscribed | Yes |
Unconfirmed | Signed up through a double opt-in form but hasn't clicked the confirmation email yet | No |
Unsubscribed | Opted out of that list | No |
Bounced | Their address couldn't be delivered to | No |
Unsubscribes
The standard unsubscribe link removes the person from the lists that email was sent to.
An unsubscribe from all link removes them from every list and adds them to your exclusion list, so they won't be emailed again even if they're added to a list later.
You can offer a preference centre so people can choose which lists to stay on rather than leaving completely.
Don't re-add unsubscribed people to lists by hand or by import. If you notice a customer who unsubscribed being emailed again, contact us straight away.
Bounces
Hard bounce: the address doesn't exist or the domain is wrong. The contact is marked Bounced straight away.
Soft bounce: a temporary problem, such as a full inbox. After several soft bounces in a row, the contact is marked Bounced.
Bounced contacts are skipped automatically. If a bounce was caused by a typo, fix the email on the customer's Nomni POS profile so the correct address syncs.
Keep your list healthy
Send regularly but not too often, and only what people signed up for.
Every few months, build a segment of people who haven't opened or clicked in 6 to 12 months. Send them one "still want to hear from us?" email, then stop emailing those who don't respond.
Watch your reports. Rising unsubscribes, complaints or bounces mean it's time to segment more tightly.
Gmail and Yahoo expect bulk senders to have an authenticated domain, an easy unsubscribe and a very low spam complaint rate.
SMS
SMS needs its own consent and must identify you and include an opt-out such as "Reply STOP to opt out". See Send SMS from Nomni Marketing (Liven Engage).
Need help?
Message us in the chat, email support@nomni.ai or call 1300 445 483.