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 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.

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 on the client's own page won't stop a rule. Use a job tag, or use Do Not Disturb.

To open your automations:

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

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

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.

Open the client's page.
On a computer, open the Do not disturb section in the left column, below Payment methods. On a phone, tap the Do Not Disturb row under Estimates.
Switch on DND for all channels to stop everything. Or leave that off and switch on just the channel you want to stop: 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. On the phone, the Do Not Disturb row turns red and reads "Do Not Disturb — on" while any switch is on.

What happens when an automation hits DND

The rule still fires, but the message is held back. Click Activity on the rule's 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. A tag called NR switches on DND for review requests.

Keeping automations from going to certain clients