Suppression list and deliverability

The Suppression List holds addresses that should never be emailed (unsubscribes, hard bounces, addresses that were repeatedly undeliverable, addresses you marked undeliverable from Email Review, spam complaints, and do-not-contact). Contacts on it are skipped by every campaign. Only the Super Admin adds anyone to it directly, or adds a do-not-contact rule; for everyone else it is a request (see below). Superadmins can also add do-not-contact rules by exact email, by company name, or by domain. A domain rule like "abc.com" blocks that whole domain; a rule starting with a dot, like ".gov.sg", blocks that domain and every subdomain (moe.gov.sg, iras.gov.sg, and so on), and applies to future contacts too. A company rule covers every company whose name contains the words you type, so "Asia Partners" also covers "Tate Asia Partners"; type the full name to cover one firm. A rule must name one firm, one domain or one address: shared mailbox domains like gmail.com, endings shared by many firms like .com.sg or .co.uk, and company words like "Pte", "Ltd" or "Singapore" on their own are refused (.gov.sg is allowed). A rule that covers more than 500 contacts shows how many and asks you to type it again before it is saved, and its contacts are then marked in batches, with "Marking contacts..." next to the rule until it finishes. Keeping a clean list, warming up mailboxes, and stopping on replies all protect your sender reputation and deliverability.

Only the Super Admin adds directly; everyone else asks. When a member adds an email on the Suppression List page, imports a file, uses Add to Suppression List in Contacts or the Workspace, asks for a firm, domain or email block on the Blocked firms and domains card, asks the Copilot to block addresses, presses Ask to suppress on Signals, or adds addresses over the API or MCP with their own key, it is sent to the Super Admin for approval instead: the screen says "Sent to your Super Admin for approval", and nothing changes until they approve it on Edit Requests, where they see who asked, what, why and how many contacts it would make Do Not Call. The member gets a notification when it is approved or rejected, and their requests still waiting show at the top of the Suppression List page. An address or rule already waiting for approval is not asked for twice, and one already on the list is not asked for at all. An automation step that adds to suppression acts as the person who created the automation: in a Super Admin's automation it adds directly, in anyone else's it sends the address for approval, and its run log says so (or that it was already waiting, already on the list, or rejected for that automation in the last 30 days, in which case it is not asked for again). An automation's requests gather on one card while it waits. One request holds at most 2,000 addresses: if a bulk action or file has more, the screen says how many were not sent, so you can send them after. Some things never need approval, because the person asked or the address is dead: the unsubscribe link, the one-click unsubscribe, a reply asking you to stop, a spam complaint, and a hard bounce (including an automation step triggered by a bounce) are all recorded straight away.

Marking someone Do Not Call also adds them here. Moving a contact to the Do Not Call status by hand stops their sequences at once and puts their address on the Suppression List too: at once for a Super Admin (the Source column says "marked Do Not Call" and the note says who and when), or as a request for approval for anyone else. See "Pipeline, statuses and logging calls".

The Suppression List also means Do Not Call. When someone is added to it, by hand, by import, from the Contacts or Workspace bulk action, by Copilot, by a rule, by clicking unsubscribe, by replying to ask you to stop, or by a spam complaint, every matching contact in your workspace straight away: is marked Do Not Call with the reason (for example "On your Suppression List" or "Domain abc.com is suppressed"), has its running sequences stopped and its queued emails cancelled, and is taken out of every contact list. Its owner, stage, notes and history stay. A contact added later that matches (an import, a People Search add, Add all, the API) arrives already marked Do Not Call, and cannot be added to a list. Do Not Call contacts never appear in the Call Queue, Newly assigned, Work a List or the Workspace's working tabs, and no one can call them, from the contact panel, Work a List or the keypad. A company blocked by a company rule cannot be called on its main line either, even when the number is typed into the softphone keypad ("This is the main line of a blocked company, so it cannot be called."); one person on Do Not Call does not close a switchboard their callable colleagues share. Hard bounces, repeatedly undeliverable addresses and "Never send" do not do this: they only mean the email address is dead, so the person can still be called. Wherever a rep calls from (the contact panel, the Call Queue, Newly assigned, Work a List, the Workspace, the Contacts list and the softphone during the call), a contact whose email bounced shows an amber hint, "Email bounced: confirm their email on this call", so the rep can ask for the right address. Saving a new email on the contact removes the hint.

Removing an entry or rule does not clear Do Not Call. A Superadmin clears it from the contact panel with "Clear Do Not Call" next to the red badge, and the person can then be called and added to lists again.

Import CSV adds a whole file of addresses at once, with or without a header row: the addresses are found by their header (Email, Business Email and so on) or by what the column holds, and a Domain or Website column is read only when the file holds no email addresses at all. An address that appears more than once, in any mix of capitals, is added once, and the result tells you how many were added, how many were already on the list, and how many rows were skipped because they were not an email address. A Superadmin's file can also hold bare domains (like acme.com, or .gov.sg for every subdomain), and each becomes a do-not-contact domain rule; for anyone else those rows are skipped, and the result says so. Shared mailbox domains such as gmail.com are never turned into a rule.

Some entries can be taken back off, and some cannot, and the page tells you which is which. The Super Admin can remove anything YOUR OWN team put there: a manual block added by hand, by import or through a request they approved, and an address somebody marked undeliverable with "Never send" on the Email Review page (labelled "marked undeliverable"). Anyone else with the Campaigns and Email Setup permission can remove only entries that do not make anyone Do Not Call, such as an address marked undeliverable: an entry that makes someone Do Not Call is the Super Admin's alone to remove, so it shows no Remove button for them, and the server refuses it too. Removable rows carry a tick box and a Remove button. Removing one lifts the block: the address comes off the suppression list AND the contact's email stops being marked Invalid, so campaigns can reach them again. Do Not Call itself stays until a Super Admin clears it on the contact.

What was recorded automatically from the RECIPIENT cannot be removed by anyone: an unsubscribe, a spam complaint, or a bounce. Those rows have no tick box, and the rule is enforced by HuntSales itself rather than by hiding the button, so there is no way round it. That is deliberate: resuming mail to somebody who asked to be left alone is a compliance problem, and a bounce is a fact about the address rather than an opinion about it. If you select a mix and press Remove, the removable ones go and you are told how many were refused.

One exception to the reversal: if the address has bounced since it was suppressed, the contact stays marked Invalid even though the suppression row goes, because a bounce is evidence that outranks the earlier judgement. Removing needs the Campaigns and Email Setup permission (and the Super Admin, for an entry that makes someone Do Not Call), and every removal is recorded in the consent log next to the original decision.

Every campaign email ends with an unsubscribe footer, and so does every email from the one-to-one composer. The default footer reads "You received this from {{sender_name}}. To unsubscribe, reply to {{sender_email}} with the word unsubscribe, or use this link: Unsubscribe", with the sending mailbox's name and that email's own reply address filled in. Singapore's Spam Control Act requires an email address for unsubscribe requests in unsolicited commercial email sent in bulk, so a footer with only a link is not enough. The composer always uses the default. You can change the campaign footer in Email Setup, on the Email Settings tab, in the Unsubscribe footer card (only the Super Admin can change it, because it goes on every member's email, and Reset to default brings the default back). Its placeholders are {{sender_name}} (the sending mailbox's name), {{sender_email}} (the address replies go to, filled in as each email is sent), {{org_name}} (your workspace name) and {{unsubscribe_url}} (the one-click link; if you leave it out, a default link is added for you). Keep {{sender_email}} in a custom footer, and keep the default sentence around it word for word, so HuntSales can tell your footer apart from a real unsubscribe reply. A click on the link, or a reply (or a rewritten subject line) asking to unsubscribe, is added to the Suppression List automatically when HuntSales can match it to the campaign email. You must act on any other unsubscribe request yourself within 10 business days, for example one sent to a different address, by suppressing that contact.