- Unsubscribing and resubscribing a contact is restricted to the admin(s) of the account. If you need to unsubscribe or resubscribe a contact and you are not the admin, please reach out to the admin of your account who can do this by following the instructions below.
Unsubscribing a contact is the equivalent of blocked numbers or blacklisted numbers - i.e. someone who has requested that you don't use their contact details for any further communication. It's essential to respect the preferences of your contacts and provide them with the ability to manage their subscription status.
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Important - Compliance and consent are extremely important when managing contact subscription preferences. If you ever have any doubts, reach out to our customer support team by clicking the profile icon at the bottom left of your screen and selecting Chat with Support. Contact subscription preferences are managed individually for each communication channel. For instance, subscribing a contact to receive SMS messages will not automatically subscribe them to receive WhatsApp messages. The same logic applies to unsubscribing contacts. |
Unsubscribing a Contact
1. The steps provided here can only be don by an admin on the account. In the menu, click on Contacts, then select All Contacts:
2. Search for the contact you wish to unsubscribe, then click on the three dots to the right of the contact and select Unsubscribe:
You'll then be prompted to confirm the action.
3. Use the dropdown to select the channels to unsubscribe the contact from - don't forget, subscription preferences are managed individually for each communication channel so you'll need to specify each channel!
4. Then click Mark unsubscribed to complete the action.
Re-subscribing a Contact
If a contact has been marked as unsubscribed, either by the system automatically or manually by a user, only admins are able to resubscribe the contact manually.
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Important - this action should only be taken if:
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2. Search for the contact you wish to resubscribe, then click on the three dots to the right of the contact and select Resubscribe:
You'll then be prompted to confirm the action.
3. Use the dropdown to select the channels to resubscribe the contact to - don't forget, subscription preferences are managed individually for each communication channel so you'll need to specify each channel!
4. Then click Resubscribe to complete the action.
To filter for unsubscribed contacts, click on the Status dropdown box and click on Unsubscribed:
Unsubscribing from the Inbox
The admin of your account can also unsubscribe a user via the inbox. In the left-hand menu, go to Inbox and select the contact you want to unsubscribe and open the conversation thread. Then use the arrow on the right to expand the contact profile window and toggle to button next to Modify:
Now you can edit the contact preferences, so find the subscription status and check the box next to Unsubscribed and click on Save at the bottom right:
| Note - when a contact is unsubscribed, the message content window will be replaced by an alert and a small icon next to the contact name so you can see at a glance whether a contact is unsubscribed. |
Re-subscribing from the Inbox
If a contact has been marked as unsubscribed, either by the system automatically or manually by a user, the admin of the account is able to resubscribe the contact manually.
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Important - this action should only be taken if:
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To re-subscribe a contact, go to Inbox in the menu on the left and select the contact you want to re-subscribe and open the conversation thread. Then use the arrow on the right to expand the contact profile window and toggle to the button next to Modify.
Now you can edit the contact preferences, so find the subscription status and check the box next to Subscribed and click on Save at the bottom right:
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