Guides

Blocklisted Contacts


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

The Blocklist contains contacts who have Unsubscribed or Opted-Out from messaging services. These contacts 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 — Filters blocklisted contacts by the delivery channel from which the end user unsubscribed.

    • 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. The Blocklists dropdown box on the top left of the Blocklist tab section shows them.

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 add different email sending entities for different organizational roles. Each appears as a Blocklist option in the dropdown box.

After you select a Blocklist option, the table displays only the contacts blocklisted for that option.

The table is organized into five different columns:

  • Subscriber: Displays the contact identifier. The format is mobile number for SMS, WhatsApp, or RCS, and email address 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 — Reverts the blocklisted status of the contact, making it available to receive messages again. After you select it, a dialog box confirms the contact consent conditions before completing the reversal.

Adding Contacts to the Blocklists

From the Blocklists dropdown box,

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

After you select it, a dialog box confirms the contact consent conditions before adding contacts to the blocklist. Compliance with all terms is required before proceeding.

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, the following options for adding contacts to the blocklist are available:

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

Upload CSV file

To add multiple contacts to the blocklist,

  1. From the Blocklists dropdown menu, select the sender that contains the contacts 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.

  2. Select the Upload CSV file tab

  3. 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. 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 select the blocklist and upload the CSV file, the Reason dropdown menu appears. A Field Matching column in each row is where CSV attributes are matched to platform fields.

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

    After you upload the CSV file, you select the reason why contacts were added to the blocklist from the Reason dropdown menu.

    For example, if the selected blocklist contains mobile numbers, your CSV file must include the mobile numbers in a column called 'mobile.' You select the column containing mobile numbers from the Field Matching dropdown menu. Then you click Load Subscribers.

    The platform adds the mobile numbers to the selected blocklist.


Single Contact

To add a single contact to the blocklist, you select the Add a Subscriber tab. The Add New Subscriber form appears with the existing platform Fields. You fill it out with the requested information.

  1. 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.

  2. Select the country your contact belongs to from the Country dropdown.
  3. Enter the Contact's mobile number or email address according to the blocklist selected.
  4. From the Reason dropdown menu, select the reason the contact was blocklisted.

Email Unsubscribe

The Email Unsubscribe process begins when a contact decides they no longer wish to receive Broadcast Emails. When they click the Unsubscribe link in the email footer, the platform redirects them to a confirmation page. From this page, they confirm they no longer wish to receive emails.

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

When the end user clicks the Unsubscribe Link, the platform redirects them to the Unsubscribe Confirmation page.

When the end user clicks Confirm, a message appears confirming they will no longer receive emails. The platform immediately adds the contact to the Email Blocklist.