Some guests ask to stop receiving marketing messages but are otherwise regular, welcome visitors. You want to honour that request without losing their stay history or their profile. Adding the tag silence to a guest profile does this: the guest stays in your database and in your audiences, and campaigns skip them.
How it works
silence is an ordinary guest tag with one behaviour attached to it. Bookboost checks for the tag at the moment each message is due to go out, and stops the send if the tag is there.
Because the check happens at send time rather than when the audience is built, the tag takes effect straight away. It stops a campaign that was scheduled before you added the tag, and it stops the remaining steps of a Journey the guest has already started. Blocked sends appear in the campaign view as Unable to reach guest.
The tag stays in effect until you remove it from the profile.
What gets blocked
Every campaign. No type of campaign ignores the tag, so it is worth checking what you send as a campaign before you silence a guest.
Broadcasts and Journeys, including Journeys the guest is partway through.
Operational messages that you send as campaigns, for example pre-arrival information or check-in instructions.
Automated double opt-in requests. A silenced guest cannot be sent an opt-in request, so they cannot complete double opt-in while the tag is on their profile.
The tag does not affect one-to-one conversations in the Unified Inbox. Your team can still message a silenced guest there as normal.
Where the tag lives: Profiles, not Master Profiles
Tags belong to an individual Profile, not to the Master Profile that groups them together. Silencing follows the same rule, and applies to the Profile carrying the tag.
If the same guest exists as more than one Profile, for example one created from a work email address and one from a personal address, tagging a single Profile silences only that Profile. Campaigns can still reach the guest through the others. Add the tag to every Profile you want silenced.
When you merge two Profiles, the surviving Profile inherits the tags of both, so a silence tag on either side carries over.
How to set this up?
Go to Profiles and then Guests
Open the guest's profile.
Scroll to the Tags field, near the bottom of the profile.
Type
silencein lowercase and confirm it.
Save the profile.
If the guest has more than one Profile, repeat this on each one.
There is nothing to configure on the campaign itself. You do not need to build a blocked audience or add an exclusion to each campaign.
To let the guest receive campaigns again, remove the tag from their profile.
How this differs from the other ways of stopping messages
Bookboost gives you four ways to stop messages reaching a guest, and they are not interchangeable.
Method | What it stops | What happens to the record |
| All campaigns, whatever audience the guest is in | Profile, history, and consents stay exactly as they are |
Revoking consent | Campaigns that require implicit or explicit consent, per consent type | Consent status changes to revoked on the profile |
Guest anonymisation | All messages, because the identifying data is removed | Personal data is permanently removed from the profile |
Channel blocklist | Messages to a specific email address or phone number | Handled at the address level, not the guest level |
Use the silence tag when a guest asks to stop receiving marketing but you want to keep their record intact, for example a frequent visitor who told the front desk they find the messages irrelevant. Use consent revocation when the guest is formally withdrawing consent, which is the route that matters for GDPR record-keeping. See How to Set Up Opt-Out and Unsubscribe Options for Guests for that flow.
What this does not do
It is not a substitute for consent management. If a guest withdraws marketing consent, revoke the consent on their profile as well. The tag controls delivery; the consent record is what documents the guest's decision.
It does not distinguish marketing from operational messages. If you rely on campaigns for pre-arrival or check-in information, a silenced guest stops receiving those too.
It does not change your reporting figures. Silenced guests still count towards audience size and campaign reach, so those numbers will not drop when you silence someone.
There is no dedicated screen for silenced guests. To see who is silenced, build an audience filtered on the
silencetag.The tag is applied per Profile by your team. Guests cannot apply it themselves from the Digital Reception.
Common questions
Does the guest disappear from my audiences?
No. They stay in every audience they qualify for. Campaigns are still scheduled for them, and the tag is checked when each message is due to send.
Why does a campaign show Unable to reach guest?
That is the status Bookboost records when a send is stopped. A silence tag on the guest's profile is one reason for it. Check the profile if you did not expect the guest to be silenced.
I silenced a guest mid-Journey. Do the remaining steps still go out?
No. Each step is checked when it is due to send, so the rest of the Journey is stopped for as long as the tag is on the profile.
Do I need to add an exclusion to each campaign?
No. Once the tag is on the profile, every campaign skips that guest without any change on the campaign side.
A guest asked to stop marketing during their stay. Is the tag enough?
It stops the messages, which is what the guest asked for. If they are withdrawing consent rather than just asking for quiet, revoke the relevant consent on their profile too, so your records reflect the decision.
Can I silence a group of guests at once?
Tags can be added on individual profiles, or in bulk by CSV import. See Using Tags for Guest Segmentation in Bookboost.
Do silenced guests still count in my reporting?
Yes. The campaign is scheduled for them like anyone else, and the tag is only checked at the point of sending, so they still count towards audience size and campaign reach. Your reach figures will not drop when you silence a guest.
Getting help
Open Talk to Us in the left menu, or email support@bookboost.io. Include the guest profile and the campaign you expected to be skipped.