Managing Customer Profiles in Instant AI

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.

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.

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.