Keeping automations from going to certain clients

In this article, you'll learn how to keep an automation from reaching certain clients. Maybe a customer asked you to stop texting, or you just don't want a commercial account getting the same "thanks for choosing us" message as everyone else. You've got two ways to handle it here.

  • A job tag condition on the rule. The rule skips any job that carries the tag, so it's the right choice when you only want to quiet one or two automations.
  • Do Not Disturb on the client. This blocks every text or email to that person, from automations and from your office too.

Conditions in this CRM look at the job, not the client. There's no "client tag" condition, so tags you put on the client's own page won't stop a rule. Use a job tag, or use Do Not Disturb.

To open your automations:

  1. In the menu, click Automations.

Option 1: Skip clients with a job tag

Create the tag

First you need a tag to mark these jobs with, something like "No automations". If you haven't made one yet, follow Creating tags for jobs.

Add the condition to the rule

  1. On the Automations page, find the rule you want to limit.
  2. Click ••• on its card, then click Edit. You can also click the rule's sentence to open it.
  3. Below the rule, click Add condition.
  4. In the Only if… box, open the first drop-down and choose job tag.
  5. Click ≠ is not.
  6. Open the Select property drop-down and pick your tag.
  7. Click ✓ Apply. The rule now reads "Only if job tag is not No automations".
  8. Click Update automation.
Adding a "job tag is not" condition to a rule

On the phone app it works the same way. Tapping Add condition opens the Only if… panel from the bottom, and you tap job tag, ≠ is not, then your tag.

Tag that client's jobs

Now put the tag on the client's jobs. When the rule fires for a job with that tag, it doesn't send anything. Every other job still gets the message, including jobs with no tags at all.

If you pick = is instead, it works the other way: the rule only sends for jobs that have the tag.

Note: Job tags only matter on rules that are triggered by a job. A rule triggered by an invoice or an estimate doesn't look at job tags, so a "job tag is not" condition won't hold it back. For those rules, use Do Not Disturb.
Tip: A tag only counts on the job it's on. Tag each new job for that client when you book it, or the rule will go out for that job.

Option 2: Turn on Do Not Disturb for the client

Do Not Disturb sits on the client's own record. While it's on, no automation can text or email that person.

  1. Open the client's page.
  2. On a computer, open the Do not disturb section on the left, under the client's details. On a phone, tap Do Not Disturb under Estimates.
  3. Switch on DND for all channels to stop everything. Or, if you only want to stop one channel, leave that off and switch on just that one: DND for emails, DND for text messages, DND for calls & voicemails, DND for Facebook messages or DND for review requests.

Each switch saves as soon as you flip it.

Turning on Do Not Disturb for a client

What happens when an automation hits DND

The rule still fires, but the message is held back. Open the rule's Activity on its card and you'll see that send marked Failed. Nothing reached the client.

Warning: DND isn't just for automations. It also stops you and your team from texting, emailing or calling that client from the CRM. Anything you try shows "Client has DND selected for …" with the channel. If you only want to quiet automations, use a job tag instead.
Note: Messages to your own team aren't affected. A rule that texts or emails your team about a job still goes out, even if the customer on that job has DND on.
Tip: Putting a tag called DND (or DNC) on any of a client's jobs switches on DND for all channels for that client.

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