How to Manage the Email Suppression List

See which addresses your CRM will not email, add one by hand and take one off the list.

The suppression list is the list of addresses your workspace will not email. It protects the people who asked not to hear from you, and it keeps an address that bounced from being tried again. The Suppression tab under Email in Settings is where you read the list, add an address by hand and take one off. This guide walks through each of those.

1. 1

   Open Email in Settings

   Open Settings and choose Email. The page is titled Email and has a row of tabs. If you see a message that you do not have access to email settings yet, your role needs the Manage email settings permission, and the message tells you to ask your workspace admin to grant it from Settings, under Roles.
2. 2

   Open the Suppression tab

   Choose Suppression in the row of tabs. The tab is headed Suppression List.
3. 3

   Read the line at the top

   Under the heading, the tab says that suppressed addresses never receive email from your workspace, and that unsubscribes are added to the list automatically. So you do not need to add an address yourself when someone clicks to unsubscribe.
4. 4

   Suppress an address

   To add an address yourself, type it in the box, which shows an example address as a hint, and choose Suppress, or press Enter. The button stays off until you have typed something. When it works, the box clears and a short message tells you that the address is suppressed. If it does not work, the message tells you why. An address you add this way gets the reason Manual.
5. 5

   Read the list

   Under the box is the list. Each row shows the address, a reason, when the address was suppressed and who added it. The reason is one of Bounced, Complained, Unsubscribed or Manual. The last column shows the name of the person who added the address, or Automatic when it was added without a person.
6. 6

   Search the list

   The list pages through all of your suppressed addresses and counts them all. Use the search box to look for an address or a reason, and use the sort and filter controls to put the list in the order you need.
7. 7

   Remove an address

   Choose Remove on the row. A window asks whether to remove the address from the suppression list and says that the address can receive email from your workspace again. Choose Remove to confirm.

A few things worth knowing

Think before you remove an address. Once it is off the list, your workspace can email it again, and the page does not check why it was put there. An address that unsubscribed or complained asked not to be emailed.

This guide covers the Suppression tab only. It does not describe how bounces or complaints are detected, because the tab does not show that. The other tabs under Email, such as Templates, are separate pages; the guide on creating an email template covers one of them, and the guide on adding and editing a contact shows the Email Opt-Out box on a contact.