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This guide explains how to view & understand existing exclusions or create new ones in a Customer record.

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). 
    • Full - This means all number(s) on the account have been excluded by the Lead via a stop request or by the user.
    • 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 user.
    • None - This means no phone number(s) on the account have been excluded by the Lead via a stop request or by the user.



Exclusion Options

  • (B) Text Permission - 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 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”.
    • 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.
    • 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.
  • (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.
  • Exclude Individual Phone Numbers - This area disables all texting to the selected phone number 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 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.



Save

  • (F) Close - There are no extra saving steps needed when making edits in this popup. When you’ve finished, click to close the popup and return to the full screen Lead card.



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