Blocklisted Contacts

Add or remove Contacts from Blocklists by selecting the Blocklist tab located on the right side of the Contacts tab from the Contacts main section.

The Blocklist contains contacts who have either Unsubscribed or Opted-Out (consent management) from messaging services, and therefore will no longer receive messages from those services.

It contains the following elements:

Blocklist dropdown menu to select which blocklist is to be modified
Blocklist Contact Search. This filter allows you to search for each contact who is blocklisted, based on the delivery channel the end user unsubscribed from.
- SMS: filter by phone number of the unsubscribed contact.
- Email: Filter by phone number of the unsubscribed contact.
- WhatsApp: filter by phone number of the unsubscribed contact.
- RCS: filter by phone number of the unsubscribed contact.
Reason dropdown menu displays the possible reasons why a contact was added to the blocklist.
Source dropdown menu displays the source from which the contact was added to the blocklist.
Add to blocklist button to add one or more contacts to the blocklist for the selected sender. For example, in the screenshot above, the chosen blocklist is associated with the 12151820 long code, and the table displays the contact(s) who have been blocklisted for that sender.

Blocklists Segmentation

Blocklists are segmented for each Sender entity that has been configured in the platform. These can be found in the Blocklists dropdown box located on the top left side of the Blocklist tab section.

The sample screenshot above shows a platform with five sending entities configured:

A _shortcode _number, 52811.
A long code number, 14155554559
An email, [email protected]
A WhatsApp entity as Company Account and
A RCS RMB agent identified as CompanyAgent.

As you add or remove sending entities, the Blocklists options will be modified accordingly. For example, you can add different email sending entities to fulfill different roles for your organization, and they would be reflected as one of the Blocklist options in the dropdown box.

Once you select a Blocklist option, only the contacts that are blocklisted for that option will be displayed in a table format.

The table is organized into five different columns:

Subscriber: Displays the contact’s identifier in mobile number format when the blocklist applies to SMS, WhatsApp, or RCS, or in email address format when applicable.
Reason: Displays the reason the contact was added to the blocklist. There are five categories of reasons available:
- List Cleanup (The client performed a cleanup on the contact list)
- Subscriber Complaint (The contact expresses dissatisfaction with a product, service, or experience)
- Support Request (The customer requests the support team to add a contact to the blocklist)
- Not Defined (There is no reason defined to add the contact to the blocklist)
- Suspected Fraud (The contact is misusing the platform)
Source: Displays from which source the contact was added to the blocklist. There are five types of sources:
- CSV (The client added the contact to the blocklist from a CSV file)
- MAN (The client manually added the contact to the blocklist)
- OPT-OUT (For SMS and WhatsApp, the contact enters an opt-out (consent management) keyword. For Email, the contact clicks on the Unsubscribe link)
- EMAIL SERVER (For Email, if the contact complains or is bounced, he/she will be added to the blocklist.)
- NOT DEFINED (The source from which the contact is entered into the blocklist is not defined)
Exclusion Date: Shows when the blocklisting took place
Actions: Allows you to revert the blocklisted status of the contact, making it available to receive the messaging service again. Selecting it will allow you to perform the reversal, requiring confirmation of a dialog box that ensures the conditions of contact consent have been met.

Adding Contacts to the Blocklists

From the Blocklists dropdown box,

Select the sending entity that will blocklist the contact.
Select Add to Blocklist located at the top-right corner.

Selecting it will allow you to perform the adding contacts to the blocklist, requiring confirmation of a dialog box that ensures the conditions of contact consent have been met. Read the terms carefully as they are important, and ensure that you comply with all of them.

ON THE CONSENT DIALOG BOX: If the Consent Dialog is not confirmed, you will not be able to add contacts to the blocklist, since it is an essential part of the Terms of Service.

Once the Consent Dialog has been confirmed, the following options to add contacts to the blocklist will be available:

Upload CSV file - (Multiple Contacs)
Add a single Subscriber - (Single Contact)

Upload CSV file

To add multiple contacts to the blocklist,

From the Blocklists dropdown menu, select the sender that contains the contacts you want to add to the blocklist.

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NOTE
In case you want to add the same contact (to the blocklist) that has been added to more than 1 sender, the contact will be blocked only from the sender (blocklist) that was selected.
Select the Upload CSV file tab
Insert the CSV file in the Drag & Drop area on the screen or click Browse Files to select the file from where it is stored.

ON CSV FILES REQUIREMENTS: Only comma-separated value (.CSV) formatted files can be uploaded to the platform. Make sure that the uploaded file is a comma-separated value file that allows you to save data in tabular format. It is mandatory to have a row of headers on the first row of the file, including a ‘mobile’ type header to facilitate the validation process of the file by the platform.

Once you have selected the blocklist and uploaded the CSV file, it will be displayed the Reason dropdown menu and a Field Matching column will be in each of its rows, a drop-down menu, which is where the actual matching between the CSV file record attributes and the platform fields takes place. Let us use an example of how the field matching is done. The CSV file to be uploaded looks as follows. Note that although it looks like a spreadsheet, it is in fact an Excel file saved with the .csv extension.

Let us use an example of how the field matching is done. The CSV file to be uploaded looks as follows. Note that although it looks like a spreadsheet, it is in fact an Excel file saved with the .csv extension.

Once the CSV file has been uploaded, we proceed to select the reason why the contacts were added to the blocklist from the Reason dropdown menu.

For example, if the blocklist selected from the Blocklist dropdown menu contains mobile numbers, your CSV file must include the mobile numbers of the end users you blocklisted in a column called "mobile." Therefore, you are going to select the file’s column that contains mobile numbers from the Field Matching dropdown menu and click the Load Subscribers button. Finally, the mobile numbers of the end users will be added to the selected blocklist.

Single Contact

To add a single contact to the blocklist, select the Add a Subscriber tab, which displays the Add New Subscriber form with the existing platform Fields in the Contact List, and fill it out with the information being requested.

From the Blocklists dropdown menu, select the sender that contains the contact you want to add to the blocklist.
📘
NOTE
In case you want to add the same contact (to the blocklist) that has been added to more than 1 sender, the contact will be blocked only from the sender (blocklist) that was selected.
Select the country your contact belongs to from the Country dropdown.
Enter the Contact's mobile number or email address according to the blocklist selected.
From the Reason dropdown menu, click the reason option why the contact was blocklisted.

Email Unsubscribe

The process for Email Unsubscribe is when a Contact decides they no longer wish to receive Broadcast Emails. By clicking the Unsubscribe link located in the email's footer, they are redirected to a confirmation page. From this page, they will confirm to stop receiving any further emails from us.

For example, when the Recipient opens an Email sent from the platform, it will contain the Unsubscribe Link located in the email's footer.

By clicking on the Unsubscribe Link, the end user will be redirected to a Unsubscribe Confirmation page.

When the end user clicks on the Confirm button, a message will be displayed stating that they will no longer receive Emails.

Immediately, the Contact will be placed on the Email Blocklist