User Guide · Marketing

Segments & suppressions

Save reusable audiences, keep opted-out customers out of every campaign, and review the marketing audit log.

Three tools in the Marketing header keep your audiences tidy and compliant: Saved Segments, Do Not Contact and the Audit Log.

Saved Segments
Reusable audience rules for campaigns.
Do Not Contact
Contacts who opted out, excluded everywhere.
Audit Log
Who did what with your campaigns.

Saved segments

A segment is a saved set of audience rules. It is dynamic: the audience is recalculated every time you send, so new contacts who match are included automatically. Open Marketing › Saved Segments.

inboxi.app/marketing/segments
Saved Segments with the three built-in smart segments.
  1. 1New Segment.
  2. 2Smart segments are built in and cannot be edited.
  3. 3Use in campaign.
  4. 4Refresh the contact count.

Smart segments

SegmentWho is in it
New contacts (7 days)Contacts with recent activity in the last 7 days.
Likely to churnPreviously active contacts that went quiet 30-60 days ago.
Inactive (60+ days)Contacts with no activity in the last 60 days.

Create a segment

inboxi.app/marketing/segments
The New Segment dialog.
  1. 1Days inactive, e.g. 30.
  2. 2Recent activity: Any time, Today, Last 7 / 30 / 90 days.
  3. 3Preview contact count before saving.
  4. 4Save Segment.

For group, tag and lifecycle filters, set them directly in the campaign builder's Audience section; they are applied on top of the segment.

Do Not Contact (suppressions)

Contacts on this list have opted out of marketing. They are automatically excluded from every campaign, on every channel, and removed from running drip sequences. Open Marketing › Do Not Contact.

inboxi.app/marketing/suppressions
The Do Not Contact list.
  1. 1Automatic compliance with opt-out keywords.
  2. 2Totals: opted out, via keyword, by agent, other.
  3. 3Add Contact manually.
  4. 4Search by name or phone.

Automatic opt-out keywords

When a customer sends a short message such as STOP, UNSUBSCRIBE, opt out, إلغاء or ايقاف, they are added to the list and receive a confirmation reply. If they later send SUBSCRIBE, START or اشتراك, they are removed automatically.

Customer sends “STOP”
Added to Do Not Contact
Reason: Keyword (STOP)
Confirmation reply
Excluded from campaigns

Managing the list

  • Add Contact: pick an existing contact to suppress (reason: Added by agent).
  • Each entry shows a reason badge (User requested, Keyword (STOP), Unsubscribe button, Added by agent, Hard bounce, Complaint), who added it and when.
  • Re-subscribe removes a contact from the list after you confirm. Only do this when the customer asked to receive messages again.
Respecting opt-outs protects your WhatsApp number's quality rating. Never re-subscribe contacts without their consent.

Audit log

Marketing › Audit Log lists actions on your campaigns: who created, started, paused, cancelled or restored a campaign, and when. Filter by entity (All entities, Campaigns, Segments), search the loaded entries, and page through 50 entries at a time. With All entities selected you also see other workspace activity, such as property and Copilot changes.

Best practices

  • Build segments around behavior (recent activity, inactivity) and reuse them across campaigns.
  • Keep the default 1-per-day frequency cap or stricter.
  • Mention how to opt out (“reply STOP to unsubscribe”) in promotional templates.
  • Combine segments with tags and lifecycle stages for precise targeting.