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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.
This refers to the exclusions discussed in (D) & (E). None Full - This means
no phone number(s) all numbers on the account
have been excluded by the Lead via a stop request or by the userare excluded.
Partial - This means at least one, but not all numbers on the account
have been excluded by the Lead via a stop request or by the userare excluded.
Full None - This means
all number(s) no phone numbers on the account
have been excluded by the Lead via a stop request or by the userare excluded.
Exclusion Options
(B) Text Permission - If
<<Confirm SMS Consent>> is not required, text permission will default to “Yes” whether the Lead was created directly in CallPotential or through your property management system. If <<Confirm SMS Consent>> is required, then obtaining text permission depends on how the Lead was created."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
. The user will be prompted to ask for text permission.- If the Lead was originally created via an API, the system sets their permission based on your management’s <<Confirm SMS Consent setting>>. If this consent is deselected, the system will set text permission to Yes by default. If it is selected, the system will set text permission to No by default. If the Lead was created in CallPotential, the user will be prompted to get text permission before saving the Lead if the setting is selected. Note:
". 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
automatic and manual texting at that location. Automatic and manual workflow steps that are scheduled to be sent out via text will be skipped.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 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
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.
