Contact Status: Who You Can Email and Why

Contact Status helps you understand whether you can email a contact and why. Keeping this up to date ensures you only send messages to people who expect them, which protects your sender reputation and improves campaign performance.

What is Contact Status?

Each contact in Transpond has a status that shows their current relationship with your emails.

This matters because it directly affects:

• Deliverability – Sending to the right people helps your emails reach inboxes, not spam folders
• Compliance – Ensures you respect unsubscribe requests and permissions
• Costs – Only Active contacts count towards your billing
• Performance – Cleaner lists lead to better engagement

In simple terms, Contact Status answers: “Can I send to this person?”

Contact Statuses

Transpond uses the following statuses:

Active

An Active contact will receive emails when included in the Group or Segment you send to.

Active contacts count towards your billing.

In-Active

An In-Active contact is stored in your account but excluded from campaigns.

Use this when you want to keep a contact without emailing them.

Unsubscribed

An Unsubscribed contact has opted out, usually via the unsubscribe link in your emails.

They will not receive campaigns and are not billable.

Bounced

A Bounced contact has an invalid email address or repeated delivery failures (e.g. mailbox full or unavailable).

They will not receive emails and are not billable.

Denylisted

A Denylisted contact has unsubscribed from all Groups or marked your emails as spam.

They cannot be emailed and are not billable.

Important behaviour to know

• A contact can have different statuses per Group (e.g. Active in one Group, Unsubscribed in another)
• If a contact is Active in at least one Group, they count towards your billing
• Contacts only receive emails from Groups where they are Active
• Bounced and Denylisted statuses apply across all Groups

How to change a Contact’s Status

You can update a contact’s status at any time from their profile.

1. Go to Contacts
2. Search for and open the contact you want to update
3. Locate the Status field
4. Select the new status from the available options
5. Save your changes

How to update multiple contacts

You can change the status of several contacts at once to save time when managing your list.

1. Click Contacts at the top of the screen
2. Check the boxes next to each contact you want to update
3. In the drawer on the right-hand side, click Change Status
4. Select the status you want to apply

Important:

If you want to change multiple contacts to In-Active or Unsubscribed, you’ll need to do this from within a specific Group:

1. Open the Group you want to update
2. Select the contacts using the checkboxes
3. Apply the status change from there

This ensures the status is applied correctly at the Group level.

When should you update a Contact’s Status?

Updating status is useful when:

• You want to pause sending to a contact without deleting them
• You need to respect or apply opt-out requests
• You’re cleaning your list to improve deliverability