Blacklist

The blacklist is a list of user phone numbers that you no longer recommend sending messages to proactively. When creating a campaign or sending via the API, enabling blacklist filtering causes any recipient on the list to be skipped rather than messaged. This page covers list operations, how numbers end up on the list, and how to enable blacklist filtering when sending.

Open Audiences → Blacklist to see all numbers currently on the blacklist. Each row is one record. The list shows:

Column	What it shows
Phone	The blocked number, shown with a leading `+`.
Source	How the number got on the list: Manual, API, AI agent, or Template reply.
Reason	A free-text note, or `—` when none was given.
Added at	When the record was created, in your local time.

Adding a record by hand

Click Add record to open the Add to blacklist dialog. Fill in:

Phone(required) — enter the number with its country code and no +, for example 8613800138000. The hint under the field reads with country code, no '+'.
Reason(optional) — a short note explaining why the number is blacklisted, such as a removal request. The reason is for administrator reference only and does not change how blocking behaves.

Removing a record

Each row has a trash icon at the end. Click it and confirm Remove this blacklist record? to delete the record.

Opt-out via template buttons

Beyond adding numbers by hand, you can add a quick-reply button to your message templates to let users opt out when they are not interested, then add that button's text to the blacklist rules. When the system receives a quick reply from a template message it checks the rules' button text list, and if the text matches it blacklists the user. Click the Edit rules button at the top of the blacklist page to open the rules page.

The rules list shows each Keyword, its Source (a Template badge for a button pulled from one of your templates, or Custom for one you typed in), and the templates the keyword appears in.

Adding a keyword

Click Add keyword to open the dialog. There are two ways to add a keyword:

From templates— pick from the quick-reply buttons that already exist on your approved templates. Choose a template on the left, then check the buttons you want on the right. Buttons already on your rules list are disabled and marked Already added. This avoids typos, since the text is taken straight from the live template.
Manual— type a custom keyword (up to 256 characters), for example Stop receiving.

Button text is an exact match

A rule fires only when the button a user taps matches the keyword. Pick the texts straight from your approved templates with the From templates picker so the wording lines up exactly with what customers actually tap.

New rules only apply to future actions

Adding or changing rules only applies to actions that happen afterwards. Users who already tapped a button before you added the keyword are not retroactively added to the blacklist.

How to enable blacklist filtering

The blacklist does not block anything on its own. It must be manually enabled at send time, in one of two places.

Campaigns

When you create a campaign, the send settings step (Step 2) has a Skip blacklisted recipients checkbox. Turn it on to skip any recipient whose number is on the blacklist.

The check runs at send time for each batch. A recipient on the list is skipped rather than sent to, and counted separately in the campaign's statistics.

API sends

When an external system sends a message through the public API, it can request blacklist filtering by setting the request parameter filter_blacklist=true.