Working with tenant exclusions and blacklistings
The settings that determine whether tenants are eligible to receive XpressCollect communications are located in the Tenant Exclusions page.
Two basic methods are available for blocking tenants from receiving XpressCollect communications:
• Exclusions made by the business - Business personnel have the option to set the notification status assigned to a tenant as either
Active or
Excluded. For more information, see
Changing the tenant exclusion status.
• - Every XpressCollect text and email message sent to a tenant provides access to an opt out function that the tenant can use to discontinue future message deliveries. If a tenant opts out from receiving messages, their notification status changes from
Active to
Blacklisted. System capabilities allow tenants to be removed from the blacklist, but only the tenant is authorized to make the change. For more information, see
Adding and removing tenants from the facility blacklist.
Changing the tenant exclusion status
Facility users have the option to voluntarily change the status of select tenants from Active to Excluded. This capability can be useful in certain types of situations. For example if the business has determined that sending payment notification messages to a tenant is unnecessary because the tenant has filed for bankruptcy and a property auction is imminent, the tenant Exclusion status can be changed from Active to Excluded.
The Excluded status blocks tenants from receiving notification text messages and emails. If your business uses the Manual Calls, feature, Excluded tenants are also excluded from overdue tenant call lists.
1. In the XpressCollect navigation panel, select Tenant Exclusions.
2. If necessary, add additional facilities in the Selected Facilities to change or expand the list of tenant entries.
You can also use the following methods to help locate specific tenants:
• Select one of the Display filter options to return tenant entries based on status assignments displayed in the Exclusions column: All Tenants, Excluded Tenants, Included (Active) Tenants.
• Click in the heading cell for any column to sort on the values in that column in ascending or descending order.
• Use the Search function to locate specific tenants by name, unit, phone number or email address.
Adding and removing tenants from the facility blacklist
Tenants have the ability to enable and disable notification messages if they choose to do so. The Manage Alerts button, which is available to all tenants who access the online payment system, provides settings that allow tenants to enable and disable notification messages sent by text, emails or both, at any time.
Text message recipients also have the option to use any of the following default keywords to opt out of the notification system: stop, stopall, cancel, unsubscribe, end, quit.
After a tenant has opted out, returning their notification status from Blacklisted back to Active can only be done by the tenant. However, the Tenant Exclusions page includes functionality that allows facility personnel to initiate the opt in process on behalf of the tenant.
1. In the XpressCollect navigation panel, select Tenant Exclusions.
2. Locate the tenant who wants to opt back in for notifications.
TIP: Use the Search function to locate a tenant by name, unit, phone number or email address. You can also sort the Email and Text columns so Blacklisted entries are listed first.
3. Click the Blacklisted buttons associated with the text and email delivery channels as needed.
Depending on the delivery channel, a message box displays the following confirmation message:
• Email channel:
An email has been sent to the tenant with instructions on how to remove themself from the blacklist. The tenant notification status will change from "Blacklisted" to "Active" after they do so.
• Text channel:
Only the tenant is legally allowed to opt back in to notifications after they have opted out. If they want to do so, instruct them to text "START" (without quotes) to [phone_number].