Manage the do-not-email list
See which addresses your project never invites and why, allow an unsubscribed customer again when they ask, and learn how unsubscribing works.
Each project keeps a do-not-email list: the addresses Smart Invites never email, because the person unsubscribed, reported an invite as spam, or their mailbox rejected one. Here's how to see why an address is there and, when a customer asks, allow them again. Smart Invites is on Premium and Business, and you need to own the workspace or be an Admin on the project.
Open the list
Open your project, click Invites under Collect in the sidebar, then click the Do not email tab.
Find the address
Each row shows the Email, the Reason with a line explaining it, and Since, the date it was added. The newest come first, 50 to a page. To see one reason only, pick it in the All reasons menu.
Check whether it can be allowed again
What you can do depends on the reason. See What each reason means.
A row you can lift shows Allow again. The others show Permanent; click it to see why. Those addresses are blocked for every email ReTestimonial sends, from any project, and by the email provider, so removing the entry wouldn't make them reachable.
An Unsubscribed row can show Permanent too, when a later email to that address bounced, was reported as spam or was refused by the email provider.
Allow the address again
Click Allow again. For an unsubscribed address, the dialog explains that emailing someone who unsubscribed is unlawful in most countries, and asks you to tick a box that reads "[their address] asked to receive our emails again, and I can show that if asked." Tick it only if they really asked: your confirmation is logged with your account and the time.
Then click Allow again, or Keep blocked to leave the address on the list.
Invite them again
If the confirmation says the address "can be invited again", send a single invite or include it in your next import.
If they were invited in the last 90 days, a note says a new single invite or import won't go out yet: the re-invite cooldown still applies. To email them now, click Open their campaign (or find it under Campaigns), open the menu on their row and choose Restart sequence…, then Restart sequence. The invitation and its reminders are scheduled again, and restarting doesn't use another invite.
What each reason means
| Reason | What happened | Can you allow it again? |
|---|---|---|
| Unsubscribed | They used the unsubscribe link in one of your emails. | Yes, when they've asked to hear from you again. |
| Marked as spam | They reported one of your emails as spam. | No. |
| Bounced | The mailbox rejected an email permanently. | No. If it was a typo, invite the corrected address instead. |
| Blocked by email provider | The email provider refused to deliver to this address. | No. |
What the list blocks
While an address is on the list, this project doesn't email it:
- A webhook skips it: on the webhook's page, Recent events shows Skipped and "Email is on this project's do-not-email list".
- An import leaves it out, counts it under Recently invited or unsubscribed and names it under Who was left out, and why.
- A single invite to it is refused, with a message that the address is on the project's do-not-email list.
- Emails still scheduled for them are cancelled. In the campaign, their row's menu says they're on the do-not-email list instead of offering Restart sequence…, with a link to Open do-not-email list.
A skipped or refused address doesn't use an invite. The list only covers Smart Invites from this project. An address that bounced or was reported as spam in any project is blocked separately: a webhook skips it, an import leaves it out and a single invite is refused, even when it isn't on this list.
The list fills itself; you can't add an address to it. To stop the emails someone is still due to get, open their campaign and choose Cancel remaining emails on their row. That stops this sequence only: a later import, webhook or single invite can still invite them.
How customers unsubscribe
Every Smart Invite email ends with "Don't want to receive these emails? Unsubscribe". The link opens a page that asks "Unsubscribe from [your project]?", with an Unsubscribe button. Opening the page changes nothing, so security tools that check every link in an email don't unsubscribe anyone. Once they click the button, the page says "You're unsubscribed" and their address joins your list.
Some mail apps show their own unsubscribe button next to the sender. That unsubscribes in one click, with no page.
Either way, any reminders still waiting are cancelled. If you allow them again and they unsubscribe again, they come straight back to the list.
The list and the re-invite cooldown
Two different things can stop an invite:
- The do-not-email list is permanent, for a reason the customer or their mailbox gave. You can lift only an unsubscribe, and only on the customer's request.
- The re-invite cooldown is a waiting period. Single invites and imports skip anyone this project invited in the last 90 days. A webhook uses its own Re-invite cooldown (days) setting, where 0 turns it off. Nobody is added to the list for this, and it ends by itself.
Taking an address off the list doesn't end its cooldown; step 5 shows how to reach them anyway.
What happens next
The address is treated like any other: the next import, webhook or single invite can include it once any cooldown has passed. If invite emails still don't go out, see Invite emails not sending.
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