Blocklisted Contacts

Manage contacts that cannot receive messages from the Blocklist tab in Contacts.

A blocklist contains contacts who unsubscribed or opted out of a messaging service. Blocklisted contacts no longer receive messages from the associated sender.

Use these controls to manage a blocklist:

• Blocklist: Select the sender's blocklist to manage.
• Blocklist Contact Search: Filter contacts by the channel from which they unsubscribed:
  • SMS, WhatsApp, and RCS: Search by phone number.
  • Email: Search by email address.
• Reason: Filter contacts by why they were added to the blocklist.
• Source: Filter contacts by how they were added to the blocklist.
• Add to Blocklist: Add one or more contacts to the selected sender's blocklist. For example, when you select the 12151820 long code, the table shows only contacts blocklisted for that sender.

Blocklist Segmentation

The platform maintains a separate blocklist for each configured sender. Select a sender from the Blocklist dropdown at the top left of the Blocklist tab.

The example shows five configured senders:

• Short code: 52811
• Long code: 14155554559
• Email: [email protected]
• WhatsApp entity: Company Account
• RCS RMB agent: CompanyAgent

When you add or remove senders, the Blocklist dropdown updates to match. For example, each email sender configured for a different organizational role appears as a separate option.

After you select an option, the table shows only contacts blocklisted for that sender.

The table includes the following columns:

• Contact: The user identifier—mobile number for SMS, WhatsApp, and RCS; email address for email.

• Reason: Why the contact was added to the blocklist:

  • List Cleanup: Your organization cleaned up its contact list.
  • Contact Complaint: The contact expressed dissatisfaction with a product, service, or experience.
  • Support Request: A customer asked the support team to add a contact to the blocklist.
  • Not Defined: No reason was provided.
  • Suspected Fraud: The contact is misusing the platform.

• Source: How the contact was added to the blocklist:

  • CSV: Your organization uploaded the contact in a CSV file.
  • MAN: Your organization added the contact manually.
  • OPT-OUT: For SMS and WhatsApp, the contact entered an opt-out keyword. For email, the contact selected the Unsubscribe link.
  • EMAIL SERVER: The contact was added after an email complaint or bounce.
  • NOT DEFINED: The source was not provided.

• Exclusion Date: When the contact was blocklisted.

• Actions: Remove the contact from the blocklist so they can receive messages again. A dialog confirms the contact-consent conditions before the removal is completed.

  

Add Contacts to a Blocklist

1. Select the sender's blocklist from the Blocklist dropdown.
2. Select Add to Blocklist in the top-right corner.

The consent dialog appears before you can add contacts to the blocklist. Review the terms before you continue.

ON THE CONSENT DIALOG BOX: Confirming the Consent Dialog is required. Without confirmation, you cannot add contacts to the blocklist.

After you confirm the Consent Dialog, choose one of the following methods:

• Upload CSV File: Add multiple contacts.
• Add a Contact: Add one contact.

Upload a CSV File

To add multiple contacts to a blocklist:

1. From the Blocklist dropdown, select the sender whose contacts you want to add.

   📘

   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.

2. Select the Upload CSV File tab.

3. Drag the CSV file into the upload area, or select Browse Files and choose the file.

   

   ON CSV FILES REQUIREMENTS: Only comma-separated value (.CSV) formatted files can be uploaded to the platform. The uploaded file must be a comma-separated value file that saves 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.

   After you upload the CSV file, select the blocklisting reason from the Reason dropdown. Use the Field Matching dropdown in each row to match CSV attributes to platform fields.

   The following example shows field matching. Although it looks like a spreadsheet, it is an Excel file saved with the .csv extension.

   

   

   Select the reason contacts are being added to the blocklist from the Reason dropdown.

   

   For example, if the selected blocklist contains mobile numbers, include them in a column named mobile. Select that column from the Field Matching dropdown, then select Load contacts.

   The platform adds the mobile numbers to the selected blocklist.

   

Add a Single Contact

To add one contact, select the Add a contact tab and complete the Add New Contact form.

1. From the Blocklist dropdown, select the sender whose contact you want to add.

   📘

   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.

2. Select the contact's country from the Country dropdown.
3. Enter the contact's mobile number or email address, based on the selected blocklist.
4. Select the blocklisting reason from the Reason dropdown.

Email Unsubscribe

When a contact no longer wants to receive broadcast emails, they can select the Unsubscribe link in the email footer. The platform then opens a confirmation page where they confirm their choice.

Emails sent from the platform include the Unsubscribe link in the footer.

When the contact selects the Unsubscribe link, the platform opens the Unsubscribe Confirmation page.

When the contact selects Confirm, a confirmation message appears, and the platform immediately adds the contact to the email blocklist.