Do Not Contact List


Introduction to Do Not Contact List in Hood


The Do Not Contact list is a new feature in Hood, specifically within HoodEngage, that allows administrators to manage contacts that should not receive communications.

This feature is crucial for maintaining compliance with regulatory requirements, respecting customer preferences, and aligning with internal business rules.


Image

Do not contact list collection example


Key Features


  • Centralized Management: A dedicated section in HoodEngage to manage all contacts marked as Do Not Contact.

  • Multi-Channel Opt-Outs: Supports exclusion from both email and SMS communications.

  • Manual Contact Addition: Administrators can manually add contacts to the list using the Add button.

  • Profile-Based Addition: Contacts can be added directly from their customer profile via the Add to Do Not Contact List icon next to email and phone number fields.

  • Audit Transparency: Displays when a contact was added and by whom.

  • Easy Removal: Contacts can be removed from the list using the trash icon, allowing for flexible list management.


How to Use


1. Adding Contacts Manually

  • Go to HoodEngage > Customers > Do Not Contact.
  • Click the Add button.
  • Fill in the contact details (email and/or phone number).
  • Confirm to save the contact to the Do Not Contact list.

2. Adding Contacts from Customer Profiles

  • Navigate to Customer Lists.
  • Open the specific customer profile.
  • Locate the email and phone number fields.
  • Select the eye icon for the field to be reveled.
  • Click on the Add to Do Not Contact List icon next to the field.
  • Confirm the action to instantly add the contact to the list.

3. Managing Existing Entries

  • Reviewing Contacts: Use the eye icon to view contact details.
  • Deleting Contacts: Click the trash icon to remove a contact from the list.


Best Practices

  • Regularly review the Do Not Contact list to ensure accuracy.
  • Use the customer profile option for quick opt-outs during customer service interactions.
  • Always confirm with the customer before adding them to the list to avoid mistakes.

Troubleshooting

  • Contact Not Being Excluded: Ensure the contact is correctly listed in the Do Not Contact section and that the email/phone number is accurate.
  • Deletion Errors: If a contact cannot be removed, check permissions or try refreshing the page.

FAQs

Q: Can I bulk upload contacts to the Do Not Contact list? A: Currently, contacts must be added individually via the Add button or from within customer profiles.

Q: Are contacts immediately excluded from campaigns once added? A: Yes, all contacts on the Do Not Contact list are automatically excluded from any scheduled or active messaging campaigns.

Q: Is there an audit log of who added or removed contacts? A: Yes, the interface displays both the timestamp and the user who performed the action.

On This Page