Who receives messages
How FounderHQ handles opt-outs, bounces, quiet hours, and the unsubscribe page.
FounderHQ checks every message at the moment it is sent. This page explains who is skipped and why.
Marketing and Service
Every message is one of two kinds. You choose on the step or the broadcast.
| Marketing | Service | |
|---|---|---|
| For | Offers and news | News about the service a person uses: a receipt, a password reset |
| A person who unsubscribed | Skipped | Still receives it |
| Quiet hours | Held until they end | Sent at once |
| A bounced address, or a spam complaint | Skipped | Skipped |
On SMS and WhatsApp, a person who opted out receives neither kind.
Do not mark a promotion as Service to reach people who opted out. That breaks the law in most countries and damages your sending reputation.
Who is subscribed
A contact is subscribed until they say otherwise. They can opt out of everything, or of one channel.
How people unsubscribe
| Channel | How |
|---|---|
| The unsubscribe link in your email, or the unsubscribe button their inbox shows | |
| SMS and WhatsApp | They reply STOP. START subscribes them again. |
FounderHQ handles all of these for you.
The unsubscribe page
The link in an email opens a page with your brand's name. One press unsubscribes the person from your marketing emails. The same page lets them resubscribe.
Put the link in every marketing email: see Write a template.
Addresses FounderHQ stops using
When an email address bounces for good, or a person marks your email as spam, FounderHQ stops sending to that address. This protects your reputation with inbox providers.
Change it for one person
Open the person in Analytics → People. Reach, in their menu, unsubscribes or resubscribes them on each channel.
Suppression list, at the top of People, holds the addresses that must never be messaged. Add an address there by hand when someone asks you directly.
Quiet hours
Quiet hours hold marketing messages at night. They are sent when the quiet hours end. Nothing is dropped.
Open Sequences → Settings and find Quiet Hours under Sending and tracking. Set From and Until.
The hours are judged in each person's own time zone when FounderHQ knows it, and in the Fallback timezone otherwise. They apply to your whole organization.
Why a message was skipped
Open Sequences → Message log and filter Status to Suppressed. Open a row to see the reason.
A message is also skipped when the person has no address for that channel, or was deleted.