Offboarding from Yotpo SMS & Email

In this article, you will learn how to offboard from Yotpo SMS & Email step by step, including how to preserve your data, deactivate your tools, and prepare for a smooth handover to your next marketing provider.

Here’s a step-by-step process to help you get started with offboarding. We recommend following the steps in order, but feel free to skip any sections that don’t apply to your setup. For example, if you’re not using flows, you can go ahead and skip the flows section.

• Disabling Subscriber Collection Tools

• Downloading Subscriber and Analytics Exports

• Disabling Your Flows & Campaigns

• Disconnecting Your Yotpo Reviews & Loyalty Synergies

• Disabling Your Integrations

• Migrating Your TFN or DSC

• Remove Yotpo SMS Bump from Shopify

In migrating off Yotpo SMS and Email, you will want to turn off all live forms. You can either delete them or switch them to Draft.

Tip

We recommend using Draft status since deleted forms and their data can’t be recovered.

To set a form to Draft:

1. In your Yotpo SMS & Email main menu, go to Audience > Subscriber Collection Tools.

2. Click on the dropdown list under the Status column in your My tools table and set the status to Draft.

Take a moment to check your store, banners, and in-store ads for any keywords you’ve set up. This helps prevent shoppers from trying to subscribe using old keywords that are no longer active.

If you’ve added any code snippets for forms or other custom features, make sure to remove them so they no longer show up on your store.

To download your subscriber data:

1. From your Yotpo SMS & Email main menu, go to Analytics > Reports.

2. You’ll see six report types:

   • Back in Stock

   • Subscribers

   • Unsubscribers

   • Campaign Performance

   • Flow Performance

   • Total Revenue

3. Click Create report under the report type you need.

4. Choose your timeframe: Last X days, Last X months, or set a Custom range.

5. Click Create report again to start the export.

We recommend doing this after deactivating subscription tools to ensure you capture all recent opt-ins.

If you are a Yotpo Email customer, please proceed with the below steps on Exporting your Subscribers for List Warming

Note

This section is for email only. If you don’t utilize email we can skip this.

Before you begin your migration to a new email service provider (ESP), it’s important to export both your subscriber data and engagement history to avoid losing valuable insights or contacts.

To export your subscriber lists from Yotpo SMS & Email:

1. Go to Audience > Customers in the left-hand menu.

2. Click Select Filters to filter by:

   • Subscribers

   • Unsubscribers

   • Suppressed

   • Never Subscribed

3. After applying filters, click Export to download each list.

Tip

Export all segments, including suppressed and unsubscribed, to ensure you retain a complete history, which helps with compliance and future targeting.

Engagement metrics such as last open and last click aren’t available via the main dashboard. To get this data:

• Submit a Support ticket requesting an export of your subscriber engagement history (last click, open date, etc.).

This information is crucial for warming your lists effectively in your new ESP.

Before importing your lists into your new platform, we recommend creating engagement-based segments in Yotpo to guide warming:

• 30-day engaged

• 60-day engaged

• 90-day engaged

• 180-day engaged

Each ESP has different warm-up guidelines, so check with your new provider to see what they require.

To export these segments:

1. Build each segment in Audience > Customers.

2. After saving the segment, click View Customers.

3. Select Export to download the list.

Once you’ve completed your ESP migration and finished the warming phase (typically after 2 weeks), do a final export to catch any new subscribers who joined during the transition:

1. Go to Audience > Customers and re-export your filtered subscriber lists.

2. After confirming all new opt-ins are safely moved over, clean up your list growth tools:

   • Go to Audience > Subscriber Collection Tools.

   • Click the 3-dots menu next to each tool (popups, keywords, landing pages, etc.).

   • Select Delete.

To disable your existing Flows, you can either delete them or switch them to Draft.

Tip

We recommend using Draft status since deleted flows and their data can’t be recovered.

To set a flow to Draft:

1. In your Yotpo SMS & Email main menu, go to Flows > My Flows.

2. Click on the dropdown list under the Status column in your All Flows table and set the status to Draft.

When migrating away from Yotpo Email,  creative files, templates, and assets cannot be exported. However, you can log in to view and reference the following:

• Existing flows

• Campaigns

• Images

If you're looking to export your SMS & Email flows—including triggers, conditional splits, and text copy—to support your migration, please submit a Support ticket or contact your Account Team. This would provide a comprehensive view of your existing setup to help streamline the transition.

To cancel a scheduled campaign, go to Campaigns > My Campaigns. In the Status filter dropdown, select Scheduled to see all campaigns that are currently scheduled. For the campaign you want to cancel, click the three dots on the right and select Cancel.

Make sure to deactivate all your Reviews and Loyalty flows in the platform. You’ll find these under the Retention and Advocacy sections in the Flow Builder.

Next, go through your non-loyalty flows and remove any Loyalty data points you’ve included. Don’t forget to check your subtools, like pop-ups and landing pages, and remove any Loyalty-related data there too.

Follow these steps to disable your integrations:

1. In your Yotpo SMS & Email main menu, go to Integrations > My Integrations.

2. Click on the integration you want to remove.

3. Click Disconnect.

4. Repeat this for any other integrations you’ve connected.

Reach out to your new SMS provider to start the transfer process. They’ll guide you through the steps needed to move your sending number and other SMS-related assets over to their platform.

To begin your offboarding process, send a written request to your Account Team via email. Be sure to include the following details:

• Whether you plan to keep your current short code and migrate it to your new provider, or decommission it entirely

• The name of your new provider

• Your expected migration date

• If you need a CSCA Lease Receipt, just let us know

Once we receive your request, our Deliverability Operations team will start working with our messaging aggregator to prepare for your migration. We aim to approve your migration request within two business days.

If you’re migrating your short code to a new provider, you’ll need to complete a Letter of Authorization (LOA) to transfer ownership.

• You (the brand) must initiate this LOA and submit it to your new provider.

• Most providers will offer an LOA template,  reach out to them directly if you haven’t received one.

Once our aggregator confirms the migration is complete, we’ll deactivate your short code in the Yotpo system.

Confirm Billing Details with Your Account Team

Touch base with your Account Team to confirm what’s next for your Designated Short Code (DSC) billing.

Clarify Any Previous Charges

Ask for a breakdown or explanation of your most recent DSC charges to make sure everything looks right.

Cancel Your DSC Services (If Needed)

If you no longer need DSC services, request a formal cancellation through your Account Team. This ensures your contract gets updated and you won’t receive future charges.

Be sure to disable any auto-reload you have currently enabled by going to Usage and Spend and viewing your current auto-reload settings, then click Disable Auto Reload.

Once the migration is complete and all necessary data is ported to your new provider you can proceed with  removing the Yotpo SMS Bump app from the Shopify app store.