Consent, unsubscribes and suppressions
Marketing only goes to contacts with consent for that channel who aren't suppressed. Unsubscribes, STOP replies, bounces and complaints suppress them automatically; you can add or remove one by hand.
Where it is
- Audiences → Suppressions
- CRM → Contacts — Marketing section on a contact: email, SMS and push consent.
Settings for this
- Marketing → Content → Brand kit — Physical address and legal footer required on commercial email.
- Audiences → Suppressions → Add suppression — Block an email address or mobile by hand.
Every marketing message is checked at the moment it sends: the contact must have consent for that channel, an address or mobile, and must not be suppressed. Anything that fails is skipped and recorded, not sent.
Consent
- Each contact has Email, SMS and Push consent in the Marketing section of their contact page. Turn them on or off there.
- A form's Marketing Opt-In field records consent (and its legal basis) when the person ticks it. It's never pre-ticked, as the Spam Act requires.
- Transactional messages (quotes, invoices, booking texts) aren't marketing and don't use these switches.
How people opt out
- Email: every marketing email carries an unsubscribe link (put {{unsubscribe_link}} in your template footer; {{preferences_link}} opens the preference centre) and one-click unsubscribe in Gmail and Yahoo. The unsubscribe page offers Manage your preferences, where they choose newsletters and offers, texts and push, or Unsubscribe from all.
- SMS: replying STOP (or STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT) suppresses that number, even if they aren't a contact yet.
Suppressions
Audiences → Suppressions lists everyone excluded, by channel, with the reason: Unsubscribed, Hard bounce, Complaint, Manual block, Invalid address or Preference centre opt-out. Rows appear automatically.
- Add suppression: block an email address or phone number on a channel (for example "never text this number").
- Remove suppression: only when the person has asked to be added back and given fresh consent.
Quiet hours
A campaign with Respect quiet hours (on its Settings step) holds messages that would arrive overnight until the window ends, in the customer's time zone where known.
Your legal footer
Commercial email in Australia must identify you and include a working unsubscribe. Fill in Physical address in the Brand kit; it goes in the footer of every marketing email.