Contact Management Options

The Admin role in your account has the following advanced contact management permissions:

• Adding emails to the local blacklist.
• Removing emails from the local blacklist.
• Adding phone numbers to the local blacklist.
• Removing phone numbers from the local blacklist.
• Unsubscribing emails and editing contact subscription categories (also available for the Marketer role)

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Note

Contact our Support Service if you need to manage other functions, not available for the Admin role.

Adding Emails to the Local Blacklist

To add emails to the local blacklist:

1. Go to Contacts → All contacts.

2. Select the Add email to blacklist icon beside a contact.

3. In the popup window, click Done.

The email address of a contact added to the local blacklist shows crossed in the list, and the Add email to blacklist icon for that contact is replaced with the Exclude email from blacklist icon.

Removing Emails from the Local Blacklist

To remove emails from the local blacklist:

1. Go to Contacts → All contacts and select Blacklisted in the Email section of the left-hand side menu.

2. Select the Exclude email from blacklist icon beside a contact.

3. In the popup window, click Done.

The email address of a contact removed from the local blacklist disappears from the list of the blacklisted emails, and the Exclude email from blacklist icon for that contact is replaced with the Add email to blacklist icon.

Adding Phone Numbers to the Local Blacklist

To add phone numbers to the local blacklist:

1. Go to Contacts → All contacts.

2. Select the Add phone number to blacklist icon beside a contact.

3. In the popup window, click Add.

The phone number of a contact added to the local blacklist shows crossed in the list, and the Add phone to blacklist icon for that contact is replaced with the Exclude phone from blacklist icon.

Removing Phone Numbers from the Local Blacklist

To remove phone numbers from the local blacklist:

1. Go toContacts → All contacts and select Blacklisted in the Phone number section in the left-hand side menu.

2. Select the Exclude phone from blacklist icon beside a contact.

The phone number of a contact removed from the local blacklist disappears from the list of the blacklisted phones, and the Exclude phone from blacklist icon for that contact is replaced with the Add phone to blacklist icon.

Unsubscribing Emails

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Important

The Admin role permissions allow you only to unsubscribe email addresses. It is not possible to add them again manually to a subscription category. To subscribe again, the contact has to fill in your subscription form themselves and confirm the subscription through double opt-in.

To unsubscribe emails:

1. Go to Contacts → All contacts.

2. Select the Unsubscribe contact’s email icon beside a contact.

3. In the popup window, click Unsubscribe.

The email address of a contact removed from the subscription category shows in red in the list, and the Unsubscribe contact’s email icon for that contact disappears.

Information about which user unsubscribed will be displayed on the Contact information tab.

Editing Contact Subscription Categories

Editing contacts’ subscription category allows only deleting a contact from a category. Read the Subscription Categories article to learn about adding a contact to a subscription category.

To edit subscription categories for a contact:

1. Go to Contacts → All contacts.

2. Select the Edit contact subscription icon beside a contact.

3. In the popup window, clear the box beside the category name that you wish to remove for the contact, then click Done.

The contact is removed from the subscription category that you unselected.

Deleting Contacts

Contacts are not deleted from the account automatically. This also applies to unsubscribed contacts: they remain in your base until you delete them manually.

To delete contact:

1. Go to Contacts → All Contacts.

2. Click the Delete contact icon beside a contact.

3. Specify the delete reason (optional) and click Delete.

Contacts with a Device ID

The Device ID identifies the contact's mobile profile, and the push token belongs to that profile: once the user is identified, the two are merged into the contact. Don't remove the Device ID from a contact that already has a mobile push token — mobile identification and token handling break. Contacts that have a Device ID but no push token can be deleted; if such a contact allows notifications later, it is restored from the deleted contacts with both the Device ID and the push token. The app can't stop sending the Device ID.

When a Deleted Contact Comes Back

Deleting a contact doesn't erase their data for good. A deleted contact's message history is kept: you can see it in the contact card — deleted contacts open from the Deleted list on the All contacts tab — and a restored contact comes back with this history. If a message is later sent to that contact's email address or phone number — an OTP code over the API, for example — the contact is restored. When several deleted contacts share that address or number, the oldest of them is restored, the one with the lowest ID, so a duplicate you have just cleaned up can reappear in the base. If an active contact with the same address or number exists, the message goes to them and no deleted contact is restored.

Deleting Contacts in Bulk

Several routes remove a group of contacts at once, depending on how the group is defined.

• A segment you already have. Delete the segment with the option that removes its contacts too — see Segment Management Options.
• A cell of the RFM table. Use Delete contacts for the selected cell — see RFM Analysis.
• A rule that keeps applying. Run a workflow with the Delete contact block over a dynamic segment, started regularly for that segment, so contacts that match the conditions later are deleted too.

Segment conditions include the contact creation date, so this is also how you remove contacts registered before or after a given date.

If you prefer to delete contacts with Delete contact from the API, you need their IDs. The Search contacts resource has no parameter for the creation date, so take the IDs from the BigQuery export instead: the contacts table holds both the contact ID and the creation date.