Infinity3 Help Centre
Practical guides and answers for your Infinity3 tools and services.
Manage email unsubscribes and suppression in Infinity3
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Respect contact preferences and check why an address is excluded from marketing sends.
Before you start
You’ll need access to the contact record and your business’s process for recording email permissions.
Review a contact
- Open Contacts and select the person.
- Review email DND, subscription information and recent activity where available.
- If preference categories are enabled, open Subscription Status to inspect them.
- Review relevant bounce, complaint or suppression information before making changes.
An unsubscribe records a preference. A delivery restriction may have a different cause, such as an invalid address or a bounce.
Check the unsubscribe journey
Send a sample marketing message to a test contact with the configured unsubscribe link. Complete the flow and confirm the expected preference change on their record.
Check how global unsubscribe and any category preferences affect your campaign audience.
If someone wants to subscribe again
Use the supported contact-initiated resubscribe process where available. For a manual change, follow your business’s consent process and record the required basis; do not simply remove DND to force a send.
Things to know
- Global unsubscribe and category preferences can have different scope.
- Changing DND may not clear an underlying suppression issue.
- Importing a contact again is not a substitute for permission to email them.
- Keep personal unsubscribe links private and test only with your own test record.
Contact Infinity3 if the recorded preference or restriction is unclear.