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.
- Full - This means all numbers on the account are excluded.
- Partial - This means at least one, but not all numbers on the account are excluded.
- None - This means no phone numbers on the account are excluded.
Exclusion Options
- (B) Text Permission - If "Yes" is selected, texts can be sent to this Lead (unless other exclusions are set as described in 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. 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". If you speak to the customer and 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. No follow-up texts will not be automatically sent or scheduled and you will be unable to send texts to any number 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 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 refers 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 they want a specific number excluded from texting, click the corresponding checkbox. This will exclude the specific number(s) from all texting.
Save
- (F) Close - 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.
