What this page helps you do
Understand how contacts move from import through engagement and suppression. This helps you keep your list healthy and avoid sending to bad or opted-out addresses.Lifecycle stages
Import and storage
- You add contacts via Upload CSV or Add contact. Emails and names are validated and encrypted at rest.
- Duplicates (same email in the same workspace) are merged on upload; existing contacts may be updated.
- New contacts start as active and can receive campaigns until something changes their status.
Active and receiving
- Active contacts count toward your plan limit and can be included in campaign audiences (all, by tags, or manual).
- They receive emails when you send or run a drip. Opens, clicks, and bounces are recorded and reflected in analytics and suppression.
Unsubscribe
- When a recipient clicks the unsubscribe link in an email, they are marked unsubscribed and are excluded from future campaign sends.
- You can still see them in the contact list. Some teams manually re-subscribe in rare cases; the app respects the unsubscribed status unless you change it.
Bounces and suppression
- Soft bounces (e.g. mailbox full, temporary failure) may be retried by the delivery provider. Repeated failures can lead to suppression.
- Hard bounces (invalid address, domain doesn’t exist) are suppressed immediately. We sync with the delivery provider’s suppression list so those addresses are not used again.
- Suppressed or bounced contacts are excluded from future sends to protect your sender reputation and deliverability.
Updates and deletion
- You can edit contact details (e.g. name, tags) in the contact list. Re-uploading a CSV with the same email updates that contact.
- Deleting a contact removes them from the workspace. They no longer count toward limits and cannot receive campaigns.
How this affects campaigns
- When you pick an audience (all, tags, or manual), only active contacts that are not suppressed are included. The wizard’s reach estimate reflects that.
- Drip campaigns skip later steps for contacts who unsubscribed or were suppressed after an earlier step.
What happens next
- Contacts overview — Encryption, masking, and tags.
- Upload contacts — CSV format and validation.
- Deliverability basics — Bounces and sender reputation.