What does it mean to add someone to the blacklist? Blacklisting is a way of flagging folks that your office may not want to hear from and to better control how your office wants to process those inbounds. Some instances where an office might want to add an address to the blacklist is if you have individuals cheating the contact form by using your office's address to write in, or if they are simply sending in inappropriate or harassing emails. There are three types of blacklisted addresses: DC office, district office address, and other addresses (marked generally as “blacklisted”).
After adding a mailing address to the blacklist, you can have that mail closed out without a response or have the mail routed to a batch for review. Please note that using an automation with blacklisting is key to completing this task; otherwise, without an automation, the blacklist will not actually process mail. Once the automation is created, you’ll only need to add addresses to the blacklist as you come across new addresses that fall in the given category. Only one automation is necessary per address type.
Note: Only Account Owners can add an address to the blacklist, as you will need access to System Settings. Please follow these steps below to ensure that you are correctly adding an address to the blacklist:
First, navigate to System Settings > Special Addresses, and then click on the blue + button in the top-right corner of the page. From there, you need to select the address type: DC Office, District Office, or Blacklisted Address. Then add the exact address per the official USPS format below, and save. If a blacklisted address, you may need to grab the address used on the contact from the person’s people record or from the Contact Form Submission Details section of a mail record (if the person is using a different address than what is on their file).
Once you have added the address, the next step will be to create an automation for it. You can either choose to have the automation close the message from that particular address with no response (see step 4), OR you can have the automation route the message into a batch for later review and manual closing (see step 5). The latter is our recommendation because this gives your office an opportunity to take further action if something inappropriate or threatening is sent. More on creating Automations.
Regardless of how you choose to process the inbound, the "When" criteria in the automation should be "Sender Address." This will give you three options to check off. Depending on the type of address you’re trying to process with the automation, make sure to check that off here, and you can check off more than one address type if they’re processed the same way. The second part of the automation (“Then”) is dependent on how your office wants to process the inbound mail.
If you wish to have the mail automatically closed with no response, you’ll simply chose the “No response” logging template. This is a default logging template in your system, so just start typing it in, and it’ll pop up as an option.
If you want mail from a blacklisted mailing address automatically skip the inbox and be routed to a particular batch, you’ll need to create a logging template for the automation first. More on creating Logging Templates. This step will allow you to create/select the batch that should receive the mail. Once the logging template has been created, you’ll be able to select that template under the “Then” criteria while in the automation. Note: You may need to refresh the automations page before seeing the new logging template as an option depending on the order in which you took the above steps.
Please be aware that the blacklist only works with physical mailing addresses; it cannot be used to blacklist email addresses. If you have any questions, please feel free to hop in chat or send us an email to email@example.com.