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The Customer exclusion setting can block some or all types of communication to a Customer. CallPotential users can set exclusions in an account or they can also be automatically set when a Customer replies "stop" to a text message. This guide explains how to understand and set exclusions for Customers.
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 Customer card, click to access the Exclusions popup. Depending on the Customer’s current exclusion status, this might read Full, Partial, or None.
None - This means no phone numbers on the account have been excluded.
Partial - This means at least one, but not all numbers on the account have been excluded.
Full - This means all numbers on the account have been excluded.
Exclusion Options - Note: All of these options are independent of each other. Enabling or disabling one option does not impact the others.
(B) Bankruptcy - When turned on, no communications (phone, text, or email) will be automatically sent or scheduled for this Customer to adhere to bankruptcy law requirements. If a Customer informs you they are going through a bankruptcy process, click to toggle this on. While nothing will be sent or scheduled, you are still able to manually initiate communication with the customer if needed. Note: When excluding a Customer due to bankruptcy, you will be prompted to provide further explanation in a pop-up window. A note indicating the bankruptcy exclusion and the reason you entered will appear in the Notes area of the Customer card.
(C) Disable Texting & Auto Calls - When this is enabled, no auto/robo calls will be made to any numbers on the account and all texting (both auto and manual) will be disabled. You can still make manual calls to the customer and if your collection workflow includes manual calls, those will still be scheduled.
(D) Disable Auto Communications - Click to disable any automatic communications (phone, text or email) to all the phone numbers & email addresses associated with the Customer’s account. You are still able to manually send communications to this customer and if your collection workflow includes any manual events, those will still be scheduled.
Exclude Individual Phone Numbers - This area lists all phone numbers associated with the Customer record. Here you can view or add exclusions applied to only specific numbers on the account.
Note: This portion is number-specific. It is possible to exclude one number in the Customer 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), (C), or (D).(E) By Customer - This checkbox becomes selected if a Customer 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 Customer’s name, further indicating it was Customer initiated. When checked, no automated communications will be sent to this number and you will be unable to manually send a text as well. You can still place manual calls to the number and if your collection workflow includes any manual calls, those will continue to be scheduled. This exclusion cannot be edited by the user.
Note: If the customer would like to remove the exclusion, they must reply "Start" to the Collection phone number they originally replied "Stop".(F) By User - If requested by the customer, you can check here to exclude specific number(s) from communications. When a number is excluded, all texting is disabled (both auto an manual). No auto/robo calls will be made but you can still place manual calls to the number and if your collection workflow includes any manual calls, those will continue to be scheduled.
Note: Lead Exclusions do not carry over during the Move-in process. If there were exclusion set for the account when it was still a lead, those settings do not get automatically applied to the Customer record.
Exit
(G) 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 Customer card.
