Suppression and opt-out
Suppression and opt-out controls make sure you never contact someone you shouldn't — and never contact anyone too often. Every email, SMS, and IVR send passes these checks before it goes out.
What gets checked before a send
When you send an invitation, Davies CXsmart verifies the contact against several layers. If any of them block the contact, the send is reported as suppressed and nothing goes out.
| Control | What it does |
|---|---|
| Suppression rules | Custom rules that block contacts based on how recently or how often they've been contacted. |
| Phone blacklist | A do-not-contact list of phone numbers for SMS and IVR. |
| Opt-out / unsubscribe | Contacts who have asked not to hear from you. |
| Contact-frequency cap | A ceiling on how often any one contact can be invited. |
Suppression rules
Suppression rules let you express policies such as limiting how many invitations a contact receives in a given period. Rules are evaluated on every send, and a blocked contact is skipped automatically.
Phone blacklist
The phone blacklist is a list of numbers that must never receive SMS or IVR surveys. Add numbers to it to guarantee they're excluded from all phone-based sends.
Opt-out
Recipients can opt out (unsubscribe) from being surveyed. Once a contact has opted out on a channel, future sends on that channel are suppressed. Opt-outs are recorded per channel.
Contact-frequency cap
The contact-frequency cap protects respondents from survey fatigue by limiting how often any single contact can be invited, regardless of which campaign the invitation comes from. This applies across bulk, file-drop, and single sends.
Geographic restrictions
Where configured, sends can be restricted by geography — for example, limiting contact to a particular region. This helps you stay within local regulations and contact policies.
Privacy of suppressed contacts
Suppression lists store contacts as a one-way hash rather than the raw email or phone number, so the do-not-contact list itself doesn't hold readable personal data. The system still matches new sends against the list correctly.
Managing suppression
Suppression, opt-out, and erasure are managed centrally. See Compliance for adding contacts to suppression, importing lists in bulk, handling subject erasure, and the deletion audit trail. Managing these controls requires the relevant compliance permission.
Next steps
- Compliance — GDPR erasure, retention, and the deletion audit.
- Distribution overview — the full channel picture.