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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

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

    • ServiceTitan: the customer is marked Do Not Contact in ServiceTitan itself.

    • 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:

  • One campaign: every other campaign keeps running.

  • One maintenance: stops offering that plan's visits. 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.

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 one campaign with an end date, not All outreach.

Common questions

A customer isn't on this list, but the agent still won't text them. They may be stopped for one campaign or one number rather than all outreach. Those show on the customer's own contact panel. Or they may be excluded by a campaign's targeting. See Targeting & Suppression.

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