Excluded Numbers

Archived — written for an earlier version of the dashboard, so some screens may look different.

Excluded Numbers

Excluded Numbers is your account-wide do-not-contact list. Any phone number added here is completely skipped — by the AI chatbot, by flow bots, and by bulk campaigns — so people who've opted out stay opted out everywhere, automatically. You can add numbers individually with a reason and optional expiry date, bulk-import via CSV, or manage exclusions programmatically through the API. A daily background cleanup automatically re-enables numbers whose temporary exclusion has expired, and the dashboard shows real-time counts of active vs. expired exclusions so you always know the state of your blocklist.

📊 Free Feature: Managing the excluded numbers list is included on all plans and does not consume any message limits or API quotas.

What you can do here

Maintain a global blocklist — add numbers to ensure they are completely skipped by automated chatbot replies and marketing campaigns.
Add single entries — manually add a valid phone number (10–20 characters), along with a reason (up to 255 chars) and an optional expiry date.
Bulk import via CSV — upload a list of phone numbers with a shared reason, or drag-and-drop a CSV file to add many exclusions at once.
Monitor analytics — view a real-time dashboard displaying counts of Active vs. Expired exclusions.
Export your list — download your complete blocklist as a CSV containing Phone Number, Reason, Excluded At, Expires At, and Status.
Manage via API — programmatically add, list, or delete exclusions using the dedicated JSON API endpoints.

How to manage exclusions

Tip: The chatbot automatically checks this list before replying. If a number is on the active list, the bot will immediately skip it and route the message to the human inbox.

Technical Configuration Details

To manage your blocklist properly, keep these technical details in mind:

Phone Number Validation: Must be a valid numeric string between 10 and 20 characters in length, including the country code.
Reason Limit: The reason text can be up to 255 characters.
Daily Cleanup: A scheduled sweeper runs daily in the background to automatically identify and clean up expired exclusions.
Developer Endpoints:
- GET /api/exclusions — List all exclusions (supports pagination and search filters).
- POST /api/exclusions — Create a new exclusion.
- DELETE /api/exclusions/:phoneNumber — Remove a number from the blocklist.

COD order management: An apparel brand used auto-exclusion for customers who cancelled cash-on-delivery orders before dispatch. This reduced failed deliveries by 35–40% within 30 days — saving significant logistics costs.
Compliance Protection: Repeatedly messaging opted-out contacts risks your number progressing from a warning status to a permanent ban. Proper exclusion management prevents small report spikes from hurting your quality rating.

Bot Settings — Enables "Human Takeover" settings to auto-add numbers to this blocklist when agents reply.
Contact Groups — The system cross-references this blocklist and automatically skips campaigns to excluded recipients.
API Management — Generate keys to access the /api/exclusions endpoints.

Excluded Numbers