Handle opt-outs and prevent unwanted follow-ups
Give recipients a clear way to stop and carry their decision into future audience preparation.
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Use the documented stop mechanisms
Campaign replies automatically stop further follow-ups to that contact. Outreach DigLab also classifies replies and detects opt-out requests across many languages. Campaigns can offer an unsubscribe link or a Reply STOP instruction; broadcasts have their own unsubscribe footer panel. These mechanisms help you respond to the recipient’s decision while keeping the conversation visible to your team.
The fresh public guides do not document a global Suppression List screen, suppression import format or the exact scope of exclusions across future campaigns and broadcasts. Do not assume that a reply in one campaign proves a contact is excluded everywhere. Keep known opt-outs out of new audience files and ask your administrator to confirm the exclusion controls available in your workspace.
Add the campaign opt-out option
Open the unsubscribe settings
In your campaign, find the unsubscribe option. Adding a way to opt out is good practice and helps your deliverability.
Expected result: The campaign’s unsubscribe option is visible.
Choose link or Reply STOP
Pick how recipients opt out: a clickable unsubscribe link , or a Reply STOP instruction line that asks them to reply with STOP.
Expected result: The selected method matches the instruction recipients will receive.
Select the footer language
Choose the language for the unsubscribe footer so it matches the language of your email and your audience.
Expected result: The footer language matches the message audience.
Know that opt-outs are detected
The system detects reply-based opt-outs in many languages. Review the actual message and classification in Inbox; do not assume every possible wording or language will be interpreted perfectly.
Expected result: Incoming stop requests can be reviewed in Inbox with their classification.
Review a stop request as a conversation
Read the full message
Open the conversation in Inbox and distinguish a request to stop from a question, an automatic response or a referral.
Expected result: The recipient’s actual request is clear from the message.
Check the follow-up outcome
Review the relevant campaign activity and ensure the contact is no longer progressing through follow-ups after the reply. Escalate any contradictory activity.
Expected result: The observed campaign record agrees with the stop-on-reply behavior.
Carry the exclusion forward
Record the decision in your team’s audience-preparation process and remove the address from any new proposed import or broadcast audience.
Expected result: The next prepared audience excludes the person who asked to stop.
Example audience-preparation check
Before importing the next list:
Compare against known requests to stop.
Remove matches before selecting the audience.
Review uncertain matches with the reply owner.
Do not create a new list to bypass a previous opt-out.This is a manual review checklist, not an importable suppression-file schema. Your team should use the actual exclusion feature once its behavior and scope are confirmed, while retaining a clear way to check new audience preparation.
If a classification looks wrong
Treat the recipient’s words as the decision to act on. Keep the conversation reference and the visible classification so support can investigate a missed or incorrect opt-out. If another campaign appears to be contacting the same person, identify that separate campaign and its audience rather than assuming the original thread controls every send. Do not send a fresh promotional message just to test whether suppression is working.