Exclusion list — addresses we do not send to

Settings → Email and SMS → Blocked recipients. A list of addresses the system deliberately does not send to.

Step by step

The screen is titled Blocked recipients. You cannot edit an entry; you can only add or remove one.

Remove an address from the list

1. Open Configuration → Settings, select Email and SMS, then the Blocked recipients tab.
2. Find the entry—enter the address in Search recipients or narrow the list with Channel and Reason filters.
3. Before removing anything, check the Reason column. For “Address does not exist” and “Reported as spam,” remove an entry only if you know what has changed.
4. In Actions, click the trash icon (tooltip: “Remove block”).
5. In Confirm deletion, read “Are you sure you want to unblock recipient …?” and click Delete.
6. Deleted confirms completion. The entry is permanently removed from the database—this is not a status change but a deletion.

Add an address to the list

1. On the same screen, click + in the list header (tooltip: “Add block”). If the list is empty, the same button appears in the center with its label. The Add block side panel opens.
2. Enter an email address or phone number in Recipient.
3. Select Channel: Email or SMS. Exclusions are separate for each channel.
4. Select a Reason—for a manual entry, usually Added manually.
5. Fill in Expires (optional — empty = forever) only if the block should be temporary. Empty means no expiration.
6. Click Save. You will see Added.

Reasons for an entry

Email and SMS exclusions are separate—the same contact can be excluded on one channel and still receive messages on the other.

An entry can be permanent

An entry without an expiration date applies forever. Hard bounces and spam complaints belong here, rightly so: sending to an address that once reported spam harms the sender's reputation for all your messages.

Remove entries only if you know what has changed—the customer supplied a new address or the previous one was a typo. Removing an entry “because the customer wants emails” without fixing the cause will result in another bounce.

What it looks like in the log

A message blocked by an exclusion appears in the log as skipped, with the reason shown (Sending log — what happened to a message). This is not a sending error; it is a deliberate system decision.

This is the first place to check when someone reports, “The customer does not receive confirmations, but others do.”

Permissions

A role with Settings and Notifications read permissions can see the tab. Add block appears with create permission, and the trash icon with write permission. A read-only role can see the list but cannot block or unblock anyone. Set permissions in Roles (Creating and editing a role — the two-tab window).

Changes do not require 2FA confirmation, but are recorded in the audit log (Change log — what is and is not recorded).

Note: the audit log covers changes made through the interface. Bulk deletion by another method leaves no trace.