How do I handle an opt out or delete request?
Short answer
Confirm the request in writing, stop all messaging to that contact immediately, and either suppress or fully delete the record depending on what was asked. Log the date and method of the request so you can prove compliance later, and check that connected automations respect the change.
Before you start
- A defined process for who handles opt-out and delete requests.
- Access to contact status, tags, and messaging settings.
- A log or field for recording the date and method of the request.
- Knowledge of any active workflows targeting the affected contact.
Step by step
- 1
Confirm the request clearly
Note exactly what was asked: stop messaging, opt out of one channel, or fully delete the record.
Opting out of texts is different from a full delete request and needs a different action.
- 2
Stop outbound messaging immediately
Update the contact's status so no calls, texts, or emails go out while you process the request.
Any delay between the request and the stop is exposure you do not need.
- 3
Remove the contact from active workflows
Check any running automation that might still message this person and pull them out.
A status change does not always stop a workflow already in progress.
- 4
Choose suppression or deletion
Suppress the record to stop contact while keeping history, or fully delete if that is what was requested.
Some businesses need to retain history for tax or legal reasons even after an opt out.
- 5
Log the date and method of the request
Record when and how the request came in, whether by reply, email, or call.
This log is your proof of compliance if the request is ever questioned later.
- 6
Confirm the change took effect
Search for the contact after processing to verify their status actually updated.
A missed save or a second duplicate record can leave the original request unfulfilled.
- 7
Set a routine to review suppressed records
Periodically confirm suppressed contacts are still excluded from new campaigns and lists.
New segments or imports can accidentally reintroduce a contact who opted out.
What good looks like
- Opt-out and delete requests get honored without delay.
- You have a clear record proving when and how each request was handled.
- Workflows and campaigns stop reaching contacts who asked to be removed.
- Suppressed contacts stay excluded even as new campaigns are built.
Common mistakes
The ways this goes wrong in data, and what to do instead.
Only updating one channel›
A contact who asked to stop texts still receives email or phone outreach.
Do this instead: Update messaging status across every channel the contact could be reached on.
Forgetting active workflows›
An automation already running keeps messaging a contact who just opted out.
Do this instead: Search running workflows for the contact and remove them manually if needed.
Not logging the request›
Months later nobody can prove when or how the opt out was received.
Do this instead: Record the date, channel, and exact wording of every opt-out or delete request.
Frequently asked
6 questions about handle an opt out or delete requestRelated guides
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