Opt-Outs and Suppression

Suppression is the list of people who must not be messaged. Getting it right is both a legal obligation and what keeps your sending numbers usable.

Where to find it

Architect Panel → Communication:

• Message Opt-Outs — the suppression list

Stop requests are automatic

An inbound message saying STOP adds the number to suppression without anyone intervening. That is the behaviour recipients expect and regulators require, and it happens whether or not you have configured anything else about inbound messaging.

Suppression survives your data

The list is separate from your contact records deliberately. Deleting a contact and re-importing them does not resurrect consent, and it must not — re-messaging somebody who opted out because a spreadsheet was re-imported is the classic way an organisation ends up explaining itself.

Check before sending, not after

Suppression is applied at send. You do not need to filter your audience by hand, and you should not try — a campaign audience built with its own exclusion logic will eventually diverge from the real list.

Transactional versus marketing

The rules differ, and so should your handling. A two-factor code to somebody who opted out of marketing is normally legitimate; a promotion is not. Be careful that a message described internally as a service notification is not marketing wearing a different name.

Review it

Look at the suppression list occasionally. A sudden rise in opt-outs is telling you something about the messages being sent — usually frequency — and it is much cheaper to learn that from your own list than from a regulator.