Targeting & Suppression
Customer question: "How do I add or remove a contact from outreach?"
Short answer: You control who your agent contacts by marking a customer as do-not-contact (DNC) or applying a suppression tag in ServiceTitan. The agent excludes anyone carrying a suppression tag from all outreach.
To stop contacting a customer (suppress / remove from outreach)
Apply your do-not-contact tag to the customer record in ServiceTitan. Your specific tag names are set per account.
On the next targeting run, the agent excludes anyone with that tag and they stop receiving messages.
Suppression takes effect on the next targeting run — outreach typically goes out in the morning, and the exact time varies by company.
To resume contacting a customer (add back to outreach)
Remove the suppression / DNC tag from the customer record.
They become eligible again on the next targeting run, subject to the normal rules (open estimate, messaging cooldown, etc.).
Turning DNC on or off yourself: You can toggle DNC directly in the UpSmith app — no need to request it. Turn it on to stop all outreach to that customer, off to make them eligible again.
Tags vs. DNC: a DNC flag suppresses across everything; a specific tag may suppress for one agent only (per-trade DNC tags exist — e.g. HVAC / plumbing / electrical). Your tags are set up with UpSmith during onboarding, and you create and apply the tags yourself.
Good to know: if a tag isn't excluding someone you expect, it may not be wired into the agent's suppression list yet — flag it to UpSmith and we'll confirm the mapping.
How do I turn an agent off (or back on)?
Short answer: You can pause an agent so it stops all new outreach, then resume it later without losing its configuration. This is different from suppressing a single customer (above), which only removes one person from outreach.
To turn an agent off (pause): email UpSmith support at support@upsmith.com with which agent to pause and for how long. Pausing stops new outreach while keeping your settings, so you can resume where you left off.
To turn an agent back on (resume): email support@upsmith.com to resume — the agent picks back up with its existing configuration.
Pausing an agent vs. pausing a campaign
These sound alike but stop different things:
Pausing an agent turns off that agent entirely. Every workflow and trigger it runs stops — it sends no new outreach to anyone until it's turned back on. Use this to silence a whole function (e.g., stop all of Mollie's membership-maintenance outreach).
Pausing a campaign stops one specific outbound push — a particular targeted send to a defined customer list — while the agent and its other work keep running. Use this to halt newly created conversations from that send.
In short: pause the agent to silence a function across the board; pause the campaign to stop one targeted send while everything else continues.
Who can do what: You can pause a campaign yourself from the Home tab — it's self-serve. Pausing an agent is handled by UpSmith — reach out and we'll take care of it.