Control which automated and manual communications reach each customer so your team stays compliant while still connecting in the right ways.
Quick Start:
Open the Customer card and review the current exclusion status.
Adjust account-level exclusions to meet legal and communication requirements.
Exclude individual phone numbers when a Customer or user requests it.
Confirm changes and close the exclusions pop-up to return to the Customer card.
Access and Configure Exclusions
-
From the Customer card, locate the status indicator and click Exclusion Status (A) to open the exclusions pop-up. Depending on the Customer’s current exclusion status, this may read Full, Partial, or None.
None — No phone numbers on the account have been excluded.
Partial — At least one, but not all, numbers on the account have been excluded.
Full — All numbers on the account have been excluded.
To stop all automated communications for legal compliance, toggle Bankruptcy (B) on. When enabled, no communications (phone, text, or email) will be automatically sent or scheduled for this Customer to adhere to bankruptcy law requirements. You can still manually initiate communication if needed.
Note: When excluding a Customer due to bankruptcy, you are prompted to provide further explanation in a pop-up window. A note indicating the bankruptcy exclusion and the reason you entered appears in the Notes area of the Customer card.
To stop text messages and automated calls while allowing manual calls, enable "Disable Texting & Auto Calls" (C). When turned on, no auto/robo calls are made to any numbers on the account, and all texting (both auto and manual) is disabled. You can still place manual calls, and any manual calls in your collection workflow will continue to be scheduled.
To block all automatic outreach while keeping manual options available, click Disable Auto Communications (D). This disables automatic communications (phone, text, or email) to all phone numbers and email addresses on the Customer’s account. You can still manually send communications, and any manual events in your collection workflow will continue to be scheduled.
Exclude Individual Phone Numbers
Review the list of phone numbers in the number-specific section of the exclusions pop-up. Each entry shows whether exclusions apply to that specific number only.
-
To honor Customer-initiated opt-outs, view the By Customer (E) checkbox. This selects automatically when a Customer replies "+Stop+" to an inbound text, showing the date and time the message was received and listing the Customer’s name.
When By Customer (E) is checked, no automated communications are sent to this number, and you cannot manually send a text. You can still place manual calls, and manual calls in your collection workflow continue to be scheduled. This exclusion cannot be edited by the user.
Note: If the Customer wants to remove this exclusion, they must reply "Start" to the collection phone number they originally replied "Stop".
-
To apply a user-initiated exclusion to a specific number, select By User (F). Use this when a Customer requests that a particular number stop receiving communications. When By User (F) is checked, all texting (both auto and manual) is disabled for that number, and no auto/robo calls are made. You can still place manual calls, and any manual calls in your collection workflow continue to be scheduled.
Note: Lead exclusions do not carry over during the move-in process. If exclusions were set while the account was still a lead, those settings are not automatically applied to the Customer record.
When you finish updating exclusions, click Close (G) to exit the pop-up and return to the full-screen Customer card. All edits in the exclusion pop-up are saved automatically.