Do Not Contact — Who Your Agents Won't Reach Out To

The Do Not Contact page lists every customer your agents won't reach out to, along with why and who flagged them. Use it to check whether someone is being left alone and why, or to let a customer hear from you again after they've asked.

You'll find it under Settings → Calls & messaging → Do Not Contact.

Reading the list

The top of the page shows how many customers are marked. Search by name to find one. Each row shows:

• Type: why outreach is off. The common ones:

  • Asked us to stop: the customer said so in a conversation, or your office recorded it for them.

  • Turned off by the office: someone on your team chose to stop outreach.

  • Replied STOP to a text: a carrier-level opt-out.

  • Wrong number or Customer is deceased

  • Customer moved or Not a customer we serve: recorded by an agent or by your office.

  • Pinned ServiceTitan customer / location / job note or ServiceTitan contact memo: we found a do-not-contact instruction in their ServiceTitan notes.

  • ServiceTitan: no stop of ours stands against this customer — what's keeping outreach off is the shop's own ServiceTitan record. It isn't ours to lift.

  • Recorded before we tracked reasons: an older flag with no reason attached.

• Flagged By: the person, or where it came from: the customer, the office, their carrier, ServiceTitan, or UpSmith.

• Date: when it was recorded.

Letting a customer hear from you again

If the switch in the Actions column is active, the stop is ours to lift. Click it and confirm, and your agents can reach that customer again.

If the switch is greyed out, the stop came from somewhere we don't control, and you'll need to clear it at the source:

• Replied STOP to a text: only the customer can undo this, by texting START to that number.

• Pinned ServiceTitan note: unpin the note in ServiceTitan. Outreach resumes on the next sync.

• ServiceTitan contact memo: clear the memo in ServiceTitan. Outreach resumes on the next sync.

If the customer is also marked Do Not Contact in ServiceTitan, lifting our flag isn't enough. The confirmation will tell you so, and the agent stays quiet until the ServiceTitan flag is removed too.

Only lift a stop the customer has actually taken back. If they asked us to stop, they should be the one asking to start again.

Stopping outreach to a customer

Your agents record a stop on their own when a customer asks for one. To record one yourself, open the customer's contact panel from their conversation and choose to stop contacting them. You pick how far the stop goes:

• Specific campaigns: tick as many as you need. Every campaign you leave unticked keeps running, and their record is untouched.

• Specific maintenances: tick as many as you need. Stops offering the ticked plans' visits, however they would reach them. Their other plans keep coming up.

• One number: stops texting that number. Their other numbers stay reachable.

• All outreach: nothing goes out again, on any number, from any campaign.

There's a fifth level you'll see but can't choose: Marketing only. A customer sets it themselves by replying REMINDERS after asking you to stop — campaigns and offers stop, appointment and estimate updates keep going.

Each campaign or maintenance you tick is filed as its own stop, so you can lift them one at a time later without undoing the rest.

You also pick a reason, can note the customer's own words (the next person reads those), and can set an end date. Leave the date empty and the stop holds until someone lifts it. Pending follow-ups are cancelled right away. Nothing is written to ServiceTitan.

Pick the narrowest level that matches what the customer said. "Not this year, maybe next spring" is that one campaign with an end date, not All outreach.

Do-not-contact tags in ServiceTitan

Some shops keep customers out of outreach with tags in ServiceTitan rather than from this page. Your tag names are agreed with UpSmith during onboarding, and you create and apply the tags yourself.

• A general do-not-contact tag keeps that customer out of every agent's outreach.

• A trade tag — HVAC, plumbing or electrical, say — keeps them out of outreach for that trade only, so a plumbing customer who doesn't want HVAC offers still hears about plumbing.

A tag takes effect on the next targeting run, and removing it makes the customer eligible again on the run after that. If a tag isn't keeping out someone you expect, it may not be connected to that agent yet — email support@upsmith.com with the tag name and we'll check.

Common questions

A customer isn't on this list, but the agent still won't text them. They may be stopped for specific campaigns, specific maintenances, or one number rather than all outreach. Those show on the customer's own contact panel. Or they may carry a do-not-contact tag in ServiceTitan, or be excluded by a campaign's targeting. See Build & Edit Campaigns with Ask Jenny.

Does marking someone here update ServiceTitan? No. A stop you record in UpSmith stays in UpSmith.

A customer on this list texted us. Your agent won't start new outreach to them. If you need to follow up, have someone on your team reply.

Where to go next

• Build & Edit Campaigns with Ask Jenny: who campaigns reach in the first place

• Configuring When and How Your Agents Reach Out: pausing and send times