Contacts can be assigned one of four distinct statuses, each governing how they interact with your messaging services:

Active

• Receives all outbound messages

• Can initiate incoming messages

• Default status for all new contacts

Stopped

• Automatically removed from all groups

• Cannot receive outbound messages

• Can reactivate status by sending any incoming message (opt-in)

• Some channels (like Twilio) automatically trigger this status through opt-out keywords

Blocked

• Removed from all groups

• Completely ignored by the system

• Cannot send or receive messages

• Typically used for abusive or spam contacts

Archived

• Removed from all groups

• Permanently ignored by the system

• Ready for permanent deletion

• Required status before contact deletion

Implementation Notes:

• Use the Update the Contact action to modify status within flows

• For channels without automatic opt-out handling, create custom rules to set contacts to ‘Stopped’

• Implement language detection rules to automatically block abusive contacts

• Archived contacts must be processed through the Archived folder before deletion

• Stopped contacts can automatically return to Active status upon receiving incoming messages (unless prohibited by channel provider)

Best Practices:

• Create flow rules to automatically handle status changes

• Use smart groups to identify contacts for archiving

• Implement language detection for automated blocking of abusive content

• Regularly review archived contacts for deletion

For additional assistance, please use the support widget in the bottom right corner of your browser.