This 1 minute video will show you how to quickly add a number to the "Do Not Contact" list. Continue reading below for written out steps and important tips for the Do Not Contact List.
Navigating to your Do No Contact list:
-From the Home page of your admin dashboard click the Locations subtab.
-Then click into the branch location from the list of cities associated to your specific company (it doesn't matter which one, if you have more than 1 location, as the Do Not Contact list is company wide)
-When you are into a location, click the "Do Not Contact" subtab
From the Do Not Contact list you can click the "Add Number" button to manually enter a number if they have reached out asking to not receive messages or you figure it's best to not send this customer any more rating requests because of some other reason.
Another way to navigate to the Do Not Contact list or quickly add a number - you can also scroll down in the locations page and you'll find this box is on the right hand side. Go into the list from by clicking "View list" button or add a number to the list by clicking the "Add number" button.
Any time a customer responds STOP to the Applause message they are automatically added to this list. You are also able to click the "Add Number" box from here to add a number manually.
When in the Do Not Contact list view, it shows the numbers who have been added and will no longer receive text messages. You can search for any numbers with the search box.
Bulk Uploading Numbers and Emails
If you have a large list of phone numbers or email addresses to add to the Do Not Contact list, you can upload them all at once using a CSV file instead of entering them one at a time.
To bulk upload:
Navigate to the Do Not Contact list for any of your locations (the list is company-wide, so it doesn't matter which location you use).
Click the "Import" button at the top of the Do Not Contact list.
Prepare your CSV file. The file should contain one phone number or email address per row. Phone numbers should be formatted as 10-digit numbers (e.g., 5551234567).
Select your CSV file and confirm the upload.
Applause will process the file and add all valid entries to your Do Not Contact list.
Note: Bulk upload supports both phone numbers and email addresses. If a phone number is already on the Do Not Contact list, it will not be added twice. Invalid or unrecognized entries will be skipped during processing.
This feature is available to all Applause customers and is especially useful for companies migrating from another platform or managing large opt-out lists from external sources.
Re-subscribing Numbers
If you have manually entered a number (Source will show "employee") you can re-subscribe that number so they will receive text messages, by clicking the bell icon on the far right.
If the customer replied "STOP" and were auto-added (Source will show "SMS") you will have to have them text "START" to your number so they can be re-subscribed. Your number and instructions on the re-subscribe instructions will pop up when clicking the bell icon on a phone number that was automatically to the DNC list.
Emails on the DNC list
The system looks to send a text first, and then email. If it recognizes the customer's phone number is on the DNC list, it will not follow up via email either. You don't have to also add a customer's email if their phone is already on the DNC list.
If within your CRM, the customer doesn't have a phone contact, then it makes sense to add their email to the DNC list on Applause.
Your DNC list is company wide. If you have multiple locations, your DNC list can be accessed at any location, but it is the same list across the company, since 1 phone number is used for your company's messages.