How to Exclude Tenants from contact

Explanation on how to exclude tenants from receiving certain collections events

Table of Contents

1. Expand the Accordion View

First, you will need to open the accordion view in order to find the customer you are attempting to exclude from collections actions.

2. Click the Search button

After expanding the accordion view, you can click on the search button (the little magnifying glass) located at the top right corner of the screen. This will pull up the search screen so you can find your customer.

3. Make sure the "Type" is set to the correct field

In order to find a tenant, you will have to select the "Customers" option from the "Type" field on the search card. If you are looking for a prospective tenant (or a lead), you will want to select "Leads" from the "Type" field.

4. Search for the Tenant

Next, you will want to search for the person you are attempting to exclude. You can either type in the customers phone, the unit number, or their name. Then, just click "Search".

5. Open the Customer's Card

After you click the Search button, locate the person you are searching for on the list below. When you find that person, click "Open" next to their name.

6. Accessing the Exclusion Options

Once you have accessed the Customer Card, towards the top of the screen it was show Exclusion and to the right of that will show either None, Partial or Full.  If you click on this word it will open up the different exclusion options.

7. Bankruptcy Exclusion

This will remove the tenant from receiving ALL collections event going forward, and is designed to be used in a bankruptcy situation.

8. Txt Opt Out

This will remove the customer from receiving any SMS events both manual or automatic as well as any automated calls.

9. Auto Exclusion

This exclusion will remove the customer from all automated collection events in the workflow, so they will only show up on your list for manual events to be completed, without the system doing anything on the back end.

10. Cust Req

The last exclusion is the Customer Request Exclusion.  This field can be manually selected at the location level if the customer requests and then if selected by the location it can also be removed by the location.  If this is enabled as a result to the customer replying back STOP to a text message that they had received, it would not be able to be removed by the location.  They would need to text back START to one of the locations tracked numbers in CallPotential.  If you are unaware of what a tracking number for your location is, please reach out to CallPotential Support by using the Click to Chat option at the bottom of your CallPotential screen or call us at 877-552-2557. When selecting the Customer Request exclusion, this will only remove the customer from automated collection calls. Manual collection calls will still be prompted.