When hovering over an action node in the Evaluate tab of a scenario, you may see a number displayed under the Suppressed – Policy & Consents label. It indicates that Bloomreach attempted to send the communication to those customers but was blocked for one of two reasons: a missing consent or an exceeded frequency policy limit.
It isn't a technical error; it is an intentional platform behavior designed to ensure compliance with your consent rules and sending frequency limits.
Causes
This suppression happens in two cases:
1. Consents The customer doesn't have a valid consent for the consent category configured in the communication node settings.
2. Frequency Policy The customer has already received the maximum number of communications permitted by the frequency policy configured in the communication node settings.
How to investigate
Consent case
Open the affected customer's profile.
Navigate to the Consents tab on the customer profile. It gives you a clear, at-a-glance view of all consent categories and their current status (granted or revoked) — without needing to check individual events.
Alternatively, check the consent events directly. Look for a consent event with
action = acceptand avalid_untilvalue that hasn't expired (or is set tounlimited).If the Consents tab shows the category as revoked, or there is no consent event with
action = accept, that is the reason for the suppression.
Frequency policy case
Open the affected customer's profile.
Review the campaign events on the profile and check for events linked to the same frequency policy as the failed campaign.
Check how many communications were sent under that policy within the defined time interval.
If the count equals or exceeds the policy limit, the customer was correctly suppressed by the platform.
Solution
Consent case
Add a condition node before the communication node in your scenario that checks whether the customer has valid consent for the required category.
It ensures customers without the required consent are filtered out before reaching the communication node, preventing unnecessary suppression events.
For more details, refer to the Consent Management documentation.
Frequency policy case
Review whether the same customers are being targeted by multiple campaigns that share the same frequency policy within overlapping time intervals. Adjust your campaign targeting or policy limits to avoid over-suppressing eligible customers.
For more details, refer to the Frequency Policy documentation.
Important notes
This suppression applies to all channel types — email, SMS, mobile push, and webhooks — as long as a consent category or frequency policy is configured on the communication node.
Even with General Consent, suppression can still occur if the frequency policy limit has been reached.
For mobile push notifications, note that Bloomreach consent and device-level push permission are two separate things. A customer needs both for a push notification to be delivered successfully. If you see Consent/Policy suppression on a push node, check both the Bloomreach consent status and the
notification_stateevents on the customer profile.
Summary
Consent suppression happens when a customer lacks a valid consent for the category configured on the communication node. Check the Consents tab on the customer profile to verify their current consent status quickly, then add a condition node to your scenario to filter out these customers.
Frequency policy suppression happens when a customer has already hit the maximum number of allowed communications under the active policy. Review their campaign events and adjust targeting or policy limits to prevent over-suppression.
Both types of suppression are intentional platform safeguards — not technical issues or delivery failures.