The Lead exclusion setting can block communication on some or all numbers in the account. CallPotential users can set exclusions in an account or they can also be automatically set when a Lead replies "stop" to a text message. This guide explains how to understand and set exclusions for Leads.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
Access
- (A) Exclusion Status - From the Lead card, click to access the Exclusions popup. Depending on the Lead’s current exclusion status, this might read Full, Partial, or None.
- None - This means no phone numbers on the account are excluded.
- Partial - This means at least one, but not all numbers on the account are excluded.
- Full - This means all numbers on the account are excluded.
Exclusion Options
- (B) Text Permission - If texts permission is check as yes"Yes" is selected, texts can be sent to this lead , (unless specific other exclusions are set as describe described in steps below. If this is marked no, you will be unable to send texts and no automatic followup texts will be sent or scheduled.
. If Confirm SMS Consent for new Leads is not required, text permission will default to “Yes” whether the Lead was created directly in CallPotential or through your property management system. If following steps) and if "No" is selected, texting to all numbers in the account will be blocked.
This setting is originally designated at the time of the initial Lead creation. In most cases, management settings require you to Confirm SMS Consent for new Leads is required, then obtaining text permission depends on how the Lead was created. Note: Once text permission is set to “Yes”, it cannot be changed to “No”.. In this case,- If the Lead was created in CallPotential, the user will need to ask for text permission and will be prompted to select Yes or No when saving the Lead.
- If the Lead was created in your property management system, text permission defaults to No. The user will be prompted to ask for text permission.. If you speak to the customer an they provide permission, you can update the setting to Yes.
Note: If your management settings do not require you to Confirm SMS Consent for new Leads, text permission will be set to yes for all leads, regardless of where they are created.
Once text permission is set to “Yes” upon Lead creation, it cannot be changed to “No”. To add text exclusions, you will need to configure settings below.
- (C) Disable Texting - When this is enabled, all phone numbers associated with the Lead will be excluded from any texting. Automatic No follow-up steps will be skipped, no manual follow up texts will not be automatically sent or scheduled and you will be unable to send texts to text any number on in the account..
- Exclude Individual Phone Numbers - This area disables all texting to the selected phone number(s) and applies to any other Lead or Customer at the location who share the same phone number.
Note: This portion is number-specific. It is possible to exclude one number in the Lead record and not others. The system may will exclude the selected phone number and continue communicating with the other number(s) as normal, depending on what is selected in (B) or (C)- (D) By Customer - Note: In this case, Customer is referring to the Lead. This checkbox will become selected if a Lead replied “Stop” to an inbound text. No user involvement is necessary. When selected, it will show the date and time the “Stop” message was received and will list the Lead’s name, further indicating it was Lead initiated. This area cannot be edited by the user.
- (E) By User - If the Lead either verbally or electronically informs you that they want a specific number excluded from texting, click the corresponding checkbox. This will exclude the specific number(s) from receiving automatic and manual texting. If this is selected and a number is assigned to a workflow, that workflow step will be skipped.all texting.
Save
- (F) Close - There are no extra saving steps needed when making edits in this popup All edits in the exclusion pop up are automatically saved. When you’ve finished, click to close the popup and return to the full screen Lead card.
