The objects
Workspace
Your account inside Senderz. Every contact, campaign, domain, template
and integration belongs to exactly one workspace and is never visible
from another.
Contact
One person you can reach. Carries an email address, a phone number, or
both, plus consent per channel, tags, properties and scores. Some
screens call a contact a profile.
List
A group with explicit membership. People are added to it and removed
from it. Membership does not change on its own.
Segment
A saved set of rules. A dynamic segment recalculates who matches every
time you use it. A static segment is a frozen snapshot.
Campaign
One send, decided by you, to an audience you pick. Email or SMS.
Automation
A published set of steps that reacts to a trigger and keeps running.
Called an automation everywhere in the product, and reached at
Automations in the sidebar.
Template
Reusable content for one channel. Email, SMS or push.
Sending domain
A domain you own and have proved control of through DNS. Marketing
email cannot leave without one.
Workspace and Workspace ID
A workspace is the boundary for everything. Contacts, segments, templates, domains, credits and connected stores all sit inside one workspace and cannot be seen from another. One person can belong to several workspaces. The default limit is five per user. Senderz support can raise it for your account if you run more brands than that. Your Workspace ID is a short readable code, not a long random string. You will find it in Settings, Workspace, with a copy button next to it. It is the value you paste into the WordPress plugin, into Make, and into the header on public API calls.Senderz stores a second internal identifier for the same workspace. The API
accepts either one, so you never need to find the internal value. Copy the
Workspace ID and use that.
Contacts, lists and segments
These three are the ones people most often mix up. The short version: a contact is a person, a list is a group you fill, a segment is a question you save.Contact
A contact needs an email address or a phone number. It can have both. Everything else, including the name, is optional. A contact carries four separate consent states, one for each channel that needs opt-in. It also carries tags, any custom properties you have defined, an imported-from marker, and predictive scores if those have been calculated. Two contacts are never counted twice. If an import or a store sync brings the same email address in again, it updates the contact you already have.List
A list has members. Someone is on it or they are not. Nothing recalculates. People join a list by submitting a form or popup that points at it, by being imported into it, by being added by hand, or by an automation step that adds them. An automation can also remove them. Use a list when membership is a fact you want to control: newsletter subscribers, wholesale customers, people who attended an event.Segment
A segment is a set of rules saved under a name. A dynamic segment recalculates every time you open it or send to it. Add a contact who matches the rules today and they are in it today. This is the normal kind. A static segment is a snapshot. You freeze who matched at one moment and the membership stops moving. You can filter on consent state per channel, tags, country, whether the contact is in the EU, whether they have an email address or a phone number, email validation state, when they were created or updated, when each consent was given, custom fields, predictive scores, a random sample, and list membership. You can also filter on what people have actually done, with a count and a time window.Why both exist
That last filter is the link. A segment can ask “is this contact on the Wholesale list”, so lists feed segments rather than competing with them.
Both live at Lists & Segments in the sidebar, on two tabs. Read more in Segments and Contacts.
Campaigns and automations
Both send messages. The difference is who decides when.
A campaign is built in a five-step wizard: pick the channel, pick the audience, build the content, choose the schedule, review. You can send it now, schedule it, spread it out in batches, or let Senderz pick a per-recipient time. When your workspace has the approval workflow switched on, an editor or designer sees Submit for approval where the send button would be, and an owner or admin approves it.
An automation starts from a trigger, such as an abandoned cart or a new contact, and then runs its steps for each person who enters. It can wait, branch on a condition, run an A/B split, send on any of the five channels, and also do things that are not messages at all: update a property, add or remove someone from a list, call a webhook, notify your team, or grant loyalty points. An automation with no message step at all is valid and publishable.
See Campaigns and Automations.
Templates
A template is reusable content for one channel: email, SMS or push. There is no WhatsApp template and no voice template in Senderz. Email templates come in two shapes. The block builder is the normal one and gives you a drag-and-drop layout. Raw HTML is for content you already have. Two channels get their content elsewhere. A WhatsApp step uses a template that has already been approved on the messaging provider, and you pick it by name inside the step. A voice step reads an SMS or text template out loud. A template does not carry a From address of its own. The sender is chosen on the campaign or on the automation step.The five channels
Three things in that table are worth reading twice.
Voice has no consent of its own. A voice call checks the contact’s SMS consent, counts against the SMS frequency cap, and is blocked by the SMS suppression entry. A phone call is at least as intrusive as a text, so it is held to the same permission.
WhatsApp and web push are switched on by the Senderz team. They both run on shared platform infrastructure, so there is no self-serve screen. If the step is locked in the automation builder, contact support and they will enable it.
Email is exempt from the Israeli quiet-hours block, by product decision. Marketing email can send at night and on Shabbat. Marketing SMS, WhatsApp, voice and push to Israeli numbers cannot. Your own custom quiet window still applies to email if you set one.
See Channels overview.
Consent
Every contact carries four independent consent states, one per channel that needs opt-in: email, SMS, web push and WhatsApp. Voice reads the SMS state. Each of the four is one of these:Opted in. Marketing can send on this channel.
Opted out. Marketing is blocked. Order confirmations and one-time codes
still send.
No opt-in was ever recorded. This is the default, and what an import gives
a row that carries no consent signal. It behaves like unsubscribed for
marketing.
Removed by hygiene, for example after repeated bounces.
Three different ways a contact stops receiving
These get confused constantly, and they behave differently. All three are checked before a marketing message goes out.Consent: the contact never said yes, or withdrew
Consent: the contact never said yes, or withdrew
A state on the contact, held separately per channel. It answers “may we
market to this person on this channel”.Set by a signup form, a popup, an import, a store sync, the preference
center, or you editing the contact.You can change it, and so can the contact. Re-subscribing is a normal
action.
Suppression: the address or number itself is blocked
Suppression: the address or number itself is blocked
A block on the identifier, not on the person. It answers “is it safe to
send here at all”.Added automatically by a hard bounce, repeated soft bounces, a spam
complaint, an SMS STOP reply, an invalid address, a revoked push
subscription, or a manual unsubscribe. Kept per channel.It survives the contact being deleted and re-imported, which is the
point. A stale CSV cannot resurrect an address that bounced.Suppression is the very first per-recipient check, and it is the only one
that also applies to transactional messages, although only the three
genuinely fatal reasons block those: a hard bounce, an invalid address,
and a platform-level block.
Marketing pause: the contact asked for quiet, temporarily
Marketing pause: the contact asked for quiet, temporarily
A date on the contact. It answers “have they asked us to stop for a
while”.The contact sets it themselves on the preference center, for 30, 60 or 90
days. They stay subscribed the whole time. Campaigns and automations skip
them until the date passes, then sending resumes on its own with no
action from anyone.You can see the pause on the contact record. You cannot lift it. It is
the recipient’s own instruction, so a merchant override would defeat it.
It clears early only if the contact opts back in on that channel
themselves.On the same screen a contact can also ask for fewer emails, which caps
them at one marketing email per week.
The send pipeline
Every message goes through the same checks in the same order, and those checks live in the sending engine rather than in the builder. That is why a mistake in a campaign cannot produce a non-compliant send. Checks run in two rounds. The first round is about your workspace and applies to everyone in the send at once. The second round is about the individual recipient.1
Workspace checks
Before anything else Senderz asks four questions about the workspace: is
it suspended, is marketing on hold for a deliverability problem, is this
particular contact parked above your plan’s contact limit, and is this
channel switched on for you.A failure here is the most common reason a send goes quiet with no
obvious cause, so check these first when messages are not arriving. All
four are skipped entirely for transactional messages.
2
Suppression
Is this address or number blocked. This runs before consent, and it is
the only recipient check that also applies to transactional messages.
3
Consent
Is the contact subscribed on this channel. A missing opt-in is treated
exactly like a withdrawn one.
4
Marketing pause and frequency
Has the contact paused marketing, and have they already had their
allowance on this channel today or this week.
5
Quiet hours and Shabbat
For marketing SMS, WhatsApp, voice and push to Israeli numbers, plus any
custom window you set. A message caught here is held and retried
later, not thrown away.
6
Credits, for SMS, WhatsApp and voice
The sender name is checked first, then credits are reserved. If the
sender name is not approved, no credits are touched. Reserved credits are
charged on delivery and returned if the send fails.
7
Signing and dispatch
Email is signed with your workspace’s own key so mailbox providers can
verify it came from you. Then the message goes to the provider, with a
fallback if the first one is unavailable.
Frequency caps
Caps are counted per contact, per channel. They are not shared across channels, so an email does not use up an SMS allowance.
Voice shares the SMS counters, so a call and a text draw on the same allowance.
These numbers are set by the platform and cannot be raised. The only thing
that moves them is a contact choosing “send me fewer emails” on the
preference center, which tightens their weekly email cap to one. Nothing
can loosen a cap.
Marketing and transactional
Every message is one or the other, and it is decided by the message, not by the campaign. Marketing is anything promotional. Campaigns, automations and popups all send marketing by default. It goes through every check above, carries tracking, and gets an unsubscribe link or an unsubscribe line. Transactional is a message the recipient asked for by doing something: an order confirmation, a password reset, a one-time code. It goes through the transactional API or the one-time-code API. It skips consent, the marketing pause, frequency caps, quiet hours and Shabbat, workspace suspension and contact-limit parking. It gets no tracking and no unsubscribe line. Transactional does not skip everything.Sender identity and sending domain
Two different things, both needed before marketing email leaves. A sending domain is a domain you own, added in Settings, Domains & senders, and verified by publishing DNS records. It proves to mailbox providers that Senderz is allowed to send as you. Verification requires an SPF record, a DKIM record and the two provider authentication records. A DMARC record and a tracking record are offered and strongly recommended, but they are not required to reach verified. A custom return path is offered too and is off by default, because some DNS panels cannot create the record it needs. Verification is not permanent. Senderz re-checks your records continuously. If they disappear, the domain drops out of verified after three consecutive failed checks and marketing email stops immediately. You get an email when that happens and another when it recovers. A sender identity is the specific From line inside a verified domain. It comes in two halves:- A sender address, such as the part before the @ in a From address. Each one is confirmed by clicking a link sent to that mailbox. Until it is confirmed you cannot send from it, which is what makes replies and bounces land somewhere a human reads.
- A sender name, the display name recipients see. Kept as a reusable list.
Events and metrics
Another pair that sounds like one thing. An event is a single thing that happened once: this person opened that email at that minute, this person placed an order worth this much. It is tied to a contact and a moment, and it can carry properties. A metric is the named definition of a kind of event. “Placed order” is a metric. Every individual purchase is an event of that metric. You segment and trigger on metrics. When you build a rule such as “placed an order at least twice in the last 90 days”, you pick the metric, and Senderz counts the matching events. Metrics come from three places: Senderz itself, for sends, opens, clicks, bounces and unsubscribes; your connected store or app, for orders, carts and product views; and your own API calls for anything you define yourself. You can see every metric your workspace measures in Settings, Contact Fields, on the Metrics tab.Plan and credits
These are two separate purchases and they cover different things. Merchants routinely assume credits come with the plan. They do not.Plan
Your plan is a monthly subscription, priced by how many contacts you can market to. There are nine tiers from 500 contacts up to 50,000, plus Enterprise for anything larger. Each tier includes a contact cap and a monthly email allowance. No tier includes any SMS credits. The billable number is active contacts, not total contacts. An active contact is one you can actually market to: a contact who is subscribed on email, SMS or web push. Everyone else sits in your workspace for free. That gap is normal and often large. A store sync imports every customer, but only those who ticked a marketing box arrive subscribed. A workspace can hold 50,000 contacts and be billed on 3,000. The plan screen shows both numbers so you can see the difference.Because unsubscribed and never-subscribed contacts are free, cleaning your
list does not save you money and deleting people does not either. Keep them.
Their consent history is your compliance evidence.
What happens at the limit
Nothing is switched off abruptly.1
At 90 percent
Owners and admins get a warning naming the next tier and its price.
2
Over the cap, with automatic upgrades on
The workspace moves to the smallest tier that fits and the difference is
prorated. Plans never move down automatically.
3
Over the cap, with automatic upgrades off or awaiting approval
Your newest contacts above the cap are parked: they stay in your
workspace, keep syncing and still receive transactional messages, but
they are held out of marketing. Your oldest contacts are the ones kept
active.
Credits
SMS credits are bought separately, up front, in packs of 500, 2,500, 10,000 or 50,000. A plan renewal never adds credits. Credits do not expire monthly. Credits pay for SMS, for voice calls, and for WhatsApp at 3 credits per conversation. Email and web push cost no credits. One credit covers up to 268 billable characters per recipient. Carriers may split a long message into several parts on the network, and the composer shows you that number, but those parts are not each a credit. A message over 268 characters costs a second credit. Credits are reserved before a message is handed to the carrier and charged when it is accepted. If the send fails, they come back. Both live in Settings, Plans & Billing. Any member can look. Owners and admins can buy, change plan and open the billing portal.Where to go next
Workspaces & team
Roles, several workspaces, switching and account security.
Contacts
The contact record in depth, including properties and the timeline.
Segments
Every rule you can build an audience from.
Channels overview
What each of the five channels can and cannot do.