Manage Customer Communication Exclusions

Control customer communication exclusions to keep your team compliant while reaching customers through the right channels.

Manage Customer Communication Exclusions

Review Exclusion Status

1. Open the customer card in Storable CRM.

2. On the customer card, click Exclusion Status (A) to open the exclusions pop-up. Depending on the customer’s current exclusion status, this may display Full, Partial, or None.

3. Review the current status shown:

   • 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.

Configure Account-Level Exclusions

1. In the exclusions popup, toggle Bankruptcy (B) on to prevent any automatic communications (phone, text, or email) from being sent or scheduled for this customer in order to adhere to bankruptcy law requirements.

   Use this when a customer informs you they are going through a bankruptcy process. While automatic communications are fully blocked, you can still manually initiate communication with the customer if needed.

   Note: When excluding a customer due to bankruptcy, you are prompted to provide an 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.

2. Toggle Disable Texting & Auto Calls (C) on to prevent all auto/robo calls to any numbers on the account and to disable all texting (both automatic and manual).

   You can still place manual calls to the customer, and any manual calls in your collection workflow continue to be scheduled.

3. Toggle Disable Auto Communications (D) on to disable all automatic communications (phone, text, and email) to every phone number and email address on the customer’s account.

   You can still send manual communications, and any manual events in your collection workflow continue to be scheduled.

Exclude Individual Phone Numbers

1. In the Exclude Individual Phone Numbers section, review the list of all phone numbers associated with the customer record.

   This area shows exclusions applied only to specific numbers on the account.

2. For numbers where the customer has opted out via text, review the By Customer (E) checkbox.

   This checkbox is automatically selected when a customer replies “Stop” to an inbound text, and shows the date and time the “Stop” message was received, along with the customer’s name, to indicate it was customer-initiated.

   When By Customer (E) is checked, no automated communications are sent to that number, and you cannot manually send texts to it. You can still place manual calls, and any manual calls in your collection workflow continue to be scheduled.

   Note: This exclusion is system-controlled and cannot be edited by users. If the customer wants to remove the exclusion, they must reply “Start” to the collection phone number they originally replied to "Stop."

3. To exclude a specific number at the customer’s request, select By User (F) for that phone number.

   When By User (F) is checked, all texting (automatic and manual) and all auto/robo calls to that number are disabled. You can still place manual calls to the number, 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 when the account was still a lead, those settings are not automatically applied to the customer record.

4. When you have finished updating exclusions, click Close (G) to exit the exclusions pop-up and return to the full-screen customer card. All edits in the exclusions pop-up are automatically saved when you close it.