Help center Core configuration Broadcasts Review broadcast and survey unsubscribe records Updated Wednesday, October 28, 2026 · Marc Staine Review a Contact’s separate broadcast and survey opt-out records before investigating communication eligibility. This is an administrative suppression list, not a preference-history editor. Use it to understand the selected record and the customer’s documented intent; removing a row is not proof of consent or successful delivery. Applies to: Supportbench Core. Location: Settings → Broadcasts → Unsubscribe list. Requires Administer unsubscribe list. Before you begin Confirm the Contact’s identity and current email address. Similar names or a shared company name are insufficient for a preference change.Use your organization’s approved consent and preference-change process before considering removal. Do not remove a record simply to force a communication through.Understand that Remove deletes the selected row and has no restore action on this page. Keep the relevant authorization/evidence in its proper restricted record. Configure and verify Open Settings → Broadcasts → Unsubscribe list. Enter the Contact’s full email address or name in Search name or email.Compare Name and Email with the actual Contact record. Use the Open contact action when needed to verify the person.Read Opted out of broadcasts and Opted out of surveys separately. A Contact may have different preferences for service announcements and research surveys.Review any other rows for the same Contact or email. Multiple rows are intentionally retained and individually removable.Only when an authorized, documented preference change justifies it, choose Remove on the exact row and read Remove unsubscribe record?. Confirm only the intended removal.Refresh and search again. Verify the selected row is gone and inspect any remaining rows. Do not conclude that all suppression, Contact flags or communication history changed.If investigating delivery, continue through the applicable broadcast or survey workflow and inspect its actual outcome. Removing a record does not itself send a communication. Settings reference List controls and meaningSettingWhat it controlsHow to chooseName / Email searchFinds a contact’s suppression record.Use the complete email address when possible.Broadcast opt-out / Survey opt-outSeparate indicators for the two communication types.Inspect the relevant flag rather than assuming both have the same value.Refresh / Pagination / CountReloads and navigates the list.Refresh before interpreting a recent change.ExportExports the available suppression information.Handle the resulting contact data according to your organization’s process.Open contactOpens the related customer record.Confirm the person/address before acting.Remove recordPermanently removes only the selected unsubscribe row, without changing Contact flags or recipient history. Other rows may remain.Confirm identity and documented intent. Review remaining records; removal does not guarantee eligibility or delivery. Behavior to knowRemove physically deletes only the selected unsubscribe row. It does not update Contact flags or recipient history; another duplicate row can remain.The confirmation warns that the Contact may become eligible for future broadcasts and surveys. Treat this as a possible consequence, not a guarantee that all eligibility checks pass.This page cannot toggle just one category flag or restore a deleted row. Use the supported preference/subscription process with the responsible administrator for a correction.Refresh reloads the list. Export contains Contact information; limit and protect the exported data according to the authorized operational purpose. Recommended use Use the narrowest investigation: exact Contact/email, relevant category and current records. Do not interpret a survey opt-out as automatically equivalent to a broadcast opt-out.Capture the reason for a deliberate preference change through the approved process. List administration should follow that decision, not substitute for it.After a removal, verify the remaining records and the intended downstream behavior. An empty filtered list alone is not a complete delivery test. Worked example A customer’s procurement Contact wants service announcements but declines research surveys. The administrator finds the exact email and inspects both category flags.They confirm the requested preference through the approved process and inspect whether more than one row exists. They do not remove the whole record merely to change one flag.The responsible administrator uses the appropriate supported preference process. If a specific obsolete row is deliberately removed, they refresh, inspect remaining records and verify the intended category behavior separately.They keep the customer’s request with the appropriate owner and avoid sending a test marketing message solely to prove list administration succeeded. Troubleshooting ProblemWhat to checkThe Contact still appears after RemoveCheck whether another row exists for that Contact/email. Duplicate rows are retained and removal affects only the chosen row.Removing a row did not restore deliveryInspect remaining suppression records, Contact preferences and the actual broadcast/survey recipient outcome. Removal does not send or retry messages.I need to change only the survey flagThis page removes whole rows; it does not edit one category at a time. Use the supported preference process with an authorized administrator.The wrong row was removedThere is no restore action here. Preserve the identity and consent evidence and have the responsible administrator correct the preference through the supported process.A Contact cannot be foundCheck exact name/email and active Contact identity. Do not infer absence from a company-name search alone.I cannot open or export the listVerify Administer unsubscribe list. Exports contain Contact data and require the same authorized handling. Related configuration Customer surveys → Schedule a survey and review recipientsBroadcasts → Create and schedule customer broadcasts Was this article helpful? Yes No Thank you for your feedback.