How Callspace keeps email responsible

Callspace customers write newsletters and campaigns in their workspace and send them to their own contacts, from their own domain. Callspace delivers the messages through Amazon Simple Email Service (Amazon SES).

• Email is off until a workspace is reviewed

  The email module is disabled by default. Before a workspace can send, Callspace reviews it manually: the business behind it, its website, the sender domain, and the declared source of its first contact list.

  Required

• One isolated sending tenant per workspace

  Each workspace sends through its own Amazon SES tenant, with its own verified domain, configuration set, reputation metrics and suppression list, so one customer's sending cannot affect another's.

  Required

• Every message is traceable

  Every message carries internal identifiers for the workspace, the campaign and the message. Every delivery, bounce, complaint and unsubscribe event is linked to them.

  Required

• First campaign reviewed before sending

  The first campaign of every workspace is held for manual review before any message leaves the platform.

  Required

• Contact lists belong to the workspace that uploaded them. They are never shared between workspaces, sold, rented or used by Callspace for its own marketing.
• Callspace does not provide, sell or rent contact lists.
• Addresses are validated on import: invalid syntax, duplicates and addresses that are already suppressed for the workspace are skipped.
• Each contact keeps the history of how it was added: which import or form, who added it, when, and the declared source and legal basis.

An import cannot start until the person importing the list completes a declaration. Callspace stores the declaration together with the user who made it, the date and time, the file name and the number of contacts.

• Declare where the contacts come from

  For example: sign-up form on the customer's website, existing customers, event registrations with consent. A description is required when "other" is selected.

  Required

• Confirm the legal basis

  An explicit confirmation that the customer has consent, or another valid legal basis, to send email to every contact in the file.

  Required

• Confirm the list is not purchased, rented or scraped

  Lists obtained from third parties, data brokers, scraping or any unlawful source are prohibited by the Acceptable Use Policy.

  Required

• Large imports are reviewed

  Imports that add more than 1,000 contacts, or that more than double the size of the workspace's list, are held for manual review before they can receive a campaign.

  Required

• Suppressed contacts stay suppressed

  Importing a list never reactivates a contact that has unsubscribed, complained or bounced permanently. Those rows are skipped and reported in the import summary.

  Required

Callspace cannot check every individual consent automatically. The declaration makes the customer's responsibility explicit and gives Callspace a record to review, and Callspace may ask for evidence of consent at any time.

• Unsubscribe link in every message

  Callspace adds a visible unsubscribe link to every newsletter and campaign. Customers cannot remove it.

  Required

• One-click unsubscribe headers

  Every message includes the List-Unsubscribe and List-Unsubscribe-Post headers (RFC 8058), so mailbox providers such as Gmail and Yahoo can offer their own unsubscribe button. The one-click request is an HTTPS POST to Callspace with a signed token. The headers are covered by the message's DKIM signature.

  Required

• Immediate and without login

  An unsubscribe takes effect as soon as it is received. It requires no login, no password and no information other than the click itself.

  Required

• Scope

  An unsubscribe removes the address from every newsletter and campaign sent by that workspace. It does not affect other Callspace customers, who have their own relationship with the recipient.

  Required

• Topic-level preference center

  Letting recipients choose individual newsletter topics instead of unsubscribing from all of them.

  Planned

• Permanent bounces are suppressed at once

  When a message bounces permanently (the address does not exist or the mailbox provider rejects it permanently), the address is added to the workspace's suppression list and no further email is sent to it.

  Required

• Controlled handling of temporary bounces

  Amazon SES retries temporary failures, such as a full mailbox, for a limited period. If an address still fails temporarily on 3 consecutive sends, Callspace suppresses it for that workspace.

  Required

• Idempotent event processing

  Bounce notifications are verified, deduplicated and recorded once, even when they arrive more than once or out of order.

  Required

When a recipient marks a message as spam and their mailbox provider participates in a feedback loop, Amazon SES sends the complaint to Callspace.

• Complaining addresses are suppressed at once

  The address is suppressed for the workspace that sent the message and never receives another campaign from it.

  Required

• Complaints count against the workspace

  Every complaint is linked to the workspace and campaign that caused it, and feeds the thresholds in section 10.

  Required

Some mailbox providers, including Gmail, report complaints only in aggregate and do not send individual notifications. For those providers Callspace relies on the aggregate complaint rate and on the unsubscribe headers.

• Each workspace has its own suppression list containing unsubscribes, permanent bounces, repeated temporary bounces, complaints and addresses added manually by the customer.
• The list is enforced twice: by Callspace before a message is queued, and by Amazon SES at the tenant level when the message is sent.
• Customers can add addresses to their suppression list but cannot remove complaints or permanent bounces. Removing an unsubscribe requires the recipient to subscribe again; it can never happen through an import or an edit.
• Suppression lists are kept per workspace so that a recipient who unsubscribes from one customer can still receive email from another customer they have a relationship with.

Customers send from their own domain. Before any message is sent, the domain must be verified through DNS records that Callspace generates for it:

• No sending from unverified domains

  The workspace cannot send until DKIM verification succeeds. If verification later fails, for example because the records are removed, sending stops.

  Required

• No free mailbox domains

  Addresses at free mailbox providers (gmail.com, outlook.com, yahoo.com and similar) cannot be used as the sender.

  Required

• SPF (Sender Policy Framework) lists the servers allowed to send mail for a domain. Receiving servers check that the message came from one of them.
• DKIM (DomainKeys Identified Mail) adds a cryptographic signature to each message. Receiving servers use a public key published in DNS to check that the message was authorised by the domain and was not altered in transit.
• DMARC (Domain-based Message Authentication, Reporting and Conformance) tells receiving servers what to do with messages that fail SPF and DKIM alignment, and where to send reports. It protects the customer's domain against spoofing.

With all three in place, messages sent through Callspace are authenticated as coming from the customer's own domain. This meets the sender requirements that Gmail and Yahoo apply to bulk senders.

Every workspace starts with conservative limits, which Callspace raises manually once its sending has a healthy history:

• Per-workspace reputation in Amazon SES

  Each workspace's SES tenant uses the Standard reputation policy, which pauses that tenant automatically when Amazon SES detects a high-severity reputation finding, without affecting other workspaces.

  Required

• Account-level monitoring

  Callspace monitors the bounce and complaint rates of the whole account and is alerted well before they approach Amazon SES review thresholds.

  Required

• Limit changes are logged

  Only Callspace staff can change a workspace's limits. Every change is recorded with who made it, when and why.

  Required

• Volume caps

  Daily limits and the sending rate stop sudden spikes. A campaign larger than the remaining daily allowance is spread over the following days or held for review.

  Required

• Early bounce and complaint signals

  The campaign circuit breaker stops a campaign as soon as its first recipients show a high bounce or complaint rate, before the whole list is sent.

  Required

• Import quality checks

  Imports with a high proportion of invalid, duplicate, role-based (such as info@ or admin@) or already-suppressed addresses are held for review, as they are typical of purchased or scraped lists.

  Required

• Automatic link reputation checks

  Checking the links in each campaign against known phishing and malware lists before sending.

  Planned

• Engagement-based list hygiene

  Suggesting or applying the removal of contacts who have not engaged for a long period.

  Planned

Each workspace has an email compliance status that Callspace staff manage. Every change of status is recorded with its reason, the person who made it and the date.

Depending on the seriousness of the case, Callspace may pause a campaign, restrict or suspend the workspace, ask for evidence of consent, or terminate the account, as set out in the Acceptable Use Policy and the Terms of Service. Clear cases of spam, phishing or the use of purchased lists lead to immediate suspension.

• Acceptable Use Policy
• Terms of Service
• Report abuse

For questions about these controls, or to report a message sent through Callspace:

Compliance and abuse: legal@callspace.io