Email Opt-Out Handling

When a contact opts out of email from your business, TrustPager lets you record that preference and automatically suppress future sends. This is important for both compliance and list hygiene.

Where opt-out preferences live

Each contact has a Communication Preferences card in the sidebar of their contact page. Open the contact in your CRM at https://app.trustpager.com/crm/contacts, then look at the Communication Preferences card in the sidebar. The email opt-out toggle lives there.

How to mark a contact as opted out

1. Open the contact at https://app.trustpager.com/crm/contacts.
2. Find the Communication Preferences card in the right-hand sidebar.
3. Toggle Email opt-out on.
4. Save. The flag takes effect immediately.

Marketing content toggle in automations

Each Send Email, Send Gmail Email, and Send SMS action in an automation has a Marketing content toggle. It defaults to on for new actions.

• Marketing content on (default): TrustPager automatically appends an unsubscribe link to the email footer. Any contact with their email opt-out set is silently skipped — they never receive the email. This applies to drip sequences, nurture flows, and any other automation email you mark as marketing.
• Marketing content off (transactional): No unsubscribe footer is added, and the email reaches the contact regardless of their opt-out status. Use this for receipts, booking confirmations, e-signing requests, and other messages a contact would expect to receive even if they've unsubscribed from marketing.

The Australian Spam Act 2003 requires every marketing email to carry a working unsubscribe mechanism and to honour opt-outs. The Marketing content toggle makes automation emails compliant automatically. Transactional messages are correctly exempt.

What gets suppressed

Once the email opt-out flag is set on a contact:

• Email campaigns (blasts) that include this contact are suppressed — the contact is silently excluded from the send.
• Auto Queue enrolment is blocked for queues with email actions.
• Automation email sends with Marketing content turned on skip the contact automatically.

Transactional sends (automations with Marketing content turned off) still reach the contact. This is by design — a booking confirmation or signing request should not be blocked by a marketing opt-out.

Unsubscribe links in campaigns and automations

Email campaigns sent via TrustPager include an unsubscribe link by default. Automation emails with Marketing content on also include one automatically — you don't add it manually. When a recipient clicks the link, they land on a branded confirmation page showing your workspace name, logo, and brand colours, along with a message that they won't receive any more marketing emails from your business. Their opt-out status is set immediately on their contact record and is honoured across all future marketing sends (automations and campaigns).

Removing an opt-out

If a contact later gives permission to re-subscribe, you can remove the flag — open the contact, find the Communication Preferences card in the sidebar, and toggle Email opt-out off. Keep a record of how re-consent was obtained in case you ever need to demonstrate it.

Troubleshooting

• Campaign still sent to opted-out contact — confirm the campaign was sent after the opt-out flag was set (not before). Check the contact's activity log for the timestamp of the opt-out event.
• Automation email reached an opted-out contact — check whether the action has Marketing content turned on. If it is off, the send is intentionally transactional and will reach the contact. If it should be a marketing send, turn the toggle on and the contact will be skipped going forward.
• Can't find the Communication Preferences card — the card appears on contact pages. If you're viewing the contact from inside an opportunity, look for a link to the full contact record.