Your existing customers should not receive a letter that introduces your company as if they were hearing about it for the first time. That is what Protected customerYour company's own customer, excluded from campaigns.Where to find itExcluded domains, the reason; APIGlossary is for: you add the company's DomainThe name in the company's web address, for example sampleltd.co.uk; the company email address is on it too ([email protected]).Where to find itWhen signing in, and on the senderGlossary to the Excluded domainsCompanies that receive no letters from any campaign, together with the reason.Where to find itCustomer acquisition › Excluded domainsGlossary with the Protected customer reason, and from then on no campaign writes to it. The exclusion applies to your whole company, every colleague and every GroupA circle of members who see the same campaigns, senders and letters.Where to find itTeam management, one section per groupGlossary.
What happens on exclusion
The company leaves every campaign at once: if it was about to receive a letter, that letter no longer goes out. New searches skip it, and if the DomainThe name in the company's web address, for example sampleltd.co.uk; the company email address is on it too ([email protected]).Where to find itWhen signing in, and on the senderGlossary appears in a file loaded later, the loading skips it. Before sending, the system checks the exclusions again for every letter, so an excluded company gets no campaign letter even if it would have come up by some other route.
What stays
If the customer writes to you, you can reply as usual, and you can also write to them by hand. The protection applies only to campaign letters; the company's record and earlier correspondence stay.
The domain is the key
The system recognises the company by its DomainThe name in the company's web address, for example sampleltd.co.uk; the company email address is on it too ([email protected]).Where to find itWhen signing in, and on the senderGlossary, so you can only add its domain, not its name. If a customer has several domains, add each one. A subdomain counts as a separate domain, but the system strips the "www" and "https://" prefixes. A free mail service (for example gmail.com) cannot be added as a domain, because it is not a company's domain: individual addresses of such customers can only be protected through the API.
Restoring
If a customer is no longer your customer and you want to reach out to them again, any colleague at the company can restore the DomainThe name in the company's web address, for example sampleltd.co.uk; the company email address is on it too ([email protected]).Where to find itWhen signing in, and on the senderGlossary. After that, it can go into a campaign like any other company.
The reason matters
You can choose from seven reasons. Protected customerYour company's own customer, excluded from campaigns.Where to find itExcluded domains, the reason; APIGlossary is for existing customers; Our partner is for partners. Some reasons, such as No more emails requested, the system and ApexThe assistant we built ourselves, the one you talk to; this row takes you back to the conversation.Where to find itLeft sidebar, top rowGlossary fill in themselves from replies. The reason stays on the row, so later you can still see why nobody writes to the company.
Where to find it
Customer acquisition › Excluded domains, the Exclude button (one domain per row, up to 1,000 at once); the Protected customer reason in the filter; on a phone, the header button opens the left-hand menu
Ask ApexApex does it, with your approval
acme.example and acme-shop.example are existing customers of ours, add them as protected customers.