Your Shoppers tab gives you a full view of every customer who appears in your Instant account. When you open a shopper’s profile, you’ll see their subscription status, subscription type, when it last updated, and a timeline of their recent activity, including emails sent, opens, clicks, browse activity, and add-to-cart events.
Unsubscribing or Suppressing a Shopper
On the right-hand side of every profile, you’ll see a three-dot menu (⋮). This is where you can manually manage a shopper’s communication preferences.You have two options:
Unsubscribe Shopper
If a customer asks to stop receiving marketing emails, you can manually unsubscribe them. This immediately updates their subscription status to Unsubscribed and prevents all future emails.Use when a customer opts out of marketing
Suppress Shopper
Suppressing a shopper prevents them from receiving any emails, even if they are technically subscribed. This is useful for internal accounts, fake signups, or anyone you don’t want included in sending or reporting. Use when you want to block an address entirely
You can also reverse this at any time by selecting Unsuppress Shopper from the same menu.
Suppressing or Unsuppressing Shoppers in Bulk
You can suppress or unsuppress every shopper in a segment in one action, from the Shoppers tab.
- Go to Shoppers in your Instant AI dashboard
- Select the segment you want, or filter your shoppers to the group you want
- Click the three-dot menu (⋮)
- Select Suppress matching shoppers or Unsuppress matching shoppers
- Check the live count of matching shoppers in the confirmation step
- Confirm to run the action
Note: Bulk suppression applies to the shoppers who match the segment when you confirm. Shoppers who join the segment later are not suppressed automatically, so run the action again to include them.
FAQ's
Why was this profile suppressed?
There are two common reasons:
1. The shopper was suppressed manually inside Instant AI. This occurs when someone on your team chooses Suppress Shopper from the profile menu, or Suppress matching shoppers on a segment.
2. The suppression came from Klaviyo. Instant AI automatically respects suppression states from Klaviyo
If a profile is marked as suppressed or “Do Not Email” in Klaviyo, Instant AI mirrors that status to keep your compliance and consent data consistent.
If you would like to override Klaviyo suppressions inside Instant AI only, please contact your CSM or reach out to our support team. We can safely adjust your integration settings and advise on best practice.
Will shoppers who join the segment later be suppressed too?
No. A bulk suppression only applies to the shoppers who match when you confirm it. To include new shoppers, run Suppress matching shoppers on the segment again.
Does suppressing shoppers in Instant AI also suppress them in Klaviyo or another email platform?
No. Suppression in Instant AI only stops emails sent from Instant AI. If you send from another platform, suppress the shoppers there separately.
Does suppressing a shopper delete their profile?
No. The profile stays in your Shoppers tab, and you can unsuppress it at any time.