Email compliance: unsubscribes, bounces, and the suppression list

To protect your sending domain's reputation and follow good email practices, Omnifox automatically maintains a suppression list per workspace: any address on it stops receiving emails from the channel, even if an agent tries to reply to it.

What adds an address to the list

• Hard bounce — the address doesn't exist or the domain rejects the email.
• Complaint / marked as spam — the recipient reported the email as unwanted.
• Unsubscribe — the recipient used the unsubscribe link included in the email.
• Manual block — an agent or admin added it by hand from Omnifox.

How they get added

• Bounces and complaints arrive automatically from the sending provider (AWS SES) via notification, with no human involvement.
• Unsubscribes are processed through the unsubscribe link in the footer of outgoing emails.
• Manual blocks are done by an agent from the conversation or contact page.

Example

If a customer clicks "Unsubscribe" at the bottom of an Omnifox email, their address is added to that workspace's suppression list immediately: no agent will be able to send them another email from that channel until it's manually removed from the list.

Tips

• A suppressed address can be manually reactivated if the block was a mistake or the customer asks to receive emails again — do so with judgment.
• Keep your contact lists clean to minimize hard bounces, which hurt your domain's reputation.

Troubleshooting

If an agent tries to reply to a contact and the send gets rejected, check whether that address is on the workspace's suppression list — the system won't let the send through even if the agent retries.