Contact Preference segments help you quickly understand which contacts are safe to message and which should be suppressed. These system-generated groups track opt-outs, bounces, spam complaints, and SMS preferences, giving you a clear view of email deliverability and compliance. The sections below explain how to view, update, and manage these preferences in Audience Center.

Instructions

View Contact Preferences

To review contacts who have been bounced, suppressed, or opted out:

Go to Audience Center > All Contacts > Segments (left panel) > More Filters > Contact Preferences. Then select any of the following segments:

• Inactive Soft Bounces
• Soft Bounces
• Hard Bounces
• Spam Complaints
• Opt-Outs

Along with standard contact profile fields, these segments also show preference-specific details such as timestamp and origin of the bounce or opt-out.

Learn more about bounce types and suppressions here.

Change Contact Preference Statuses

You can manually update certain statuses, such as:

• Removing an opt-out
• Changing a soft bounce to a hard bounce

Remove an opt-out

1. Open the Opt-Outs segment.
2. Hover over the contact and click More.
3. Select Remove opt-out.

Change status from soft bounce to hard bounce

1. Open the Soft Bounces segment.
2. Hover over the contact and click More.
3. Select Change to hard bounce.

To update multiple soft bounces at once:

1. Select the checkboxes for each contact.
2. Click Change to hard bounce in the top toolbar.

Delete or Export Contacts

You can export or delete all contacts within any preference segment:

1. Hover over a Contact Preference segment and click More.
2. Click Export to download a CSV.
3. Click Delete all contacts to permanently remove the contacts in that segment.

Import Opt-Out or Bounce Status

You can assign preference statuses—Opt-Out, Hard Bounce, or Soft Bounce—when importing a CSV file into All Contacts.

1. Go to Audience Center > All Contacts.
2. Click the top-right menu.
3. Select Import contacts.

4. Upload your CSV using Select your CSV file.

   Tip: Your file must include at least one email address.
5. Map your CSV fields to the correct All Contacts fields and click Preview.
6. In the Import Summary, select Add contact preference.
7. Choose one status:
   • Opt-Out
   • Hard Bounce
   • Soft Bounce
8. Click Import Contacts.

Opting Out Contacts

You can manually opt out contacts in Lists > Other Lists > Bounces & Opt-Outs. Learn more here.

To opt out multiple contacts programmatically, use an Automated Program. Learn more here.