Managing Home Energy Report Preferences

In the CSI, you have various options to manage communication preferences for your customers. Some options may be hidden depending on which products are provided by your utility. You may also see a message explaining that no communications for a specific type of product are available for a given customer account. Moreover, in some cases, you may be able to manage properties for products the customer is ineligible to receive.

To manage preferences:

  1. Sign in to the Customer Service Interface.
  2. Find and open the customer's account.
  3. In the Actions area, select Manage Communication Preferences.
  4. Perform one or more of the following actions:
    5. Action Steps

    Update contact information

    Click the Edit contact info link next to the recipient you want to update, and update the relevant contact information.

    Add a new recipient

    Click Create new recipient and enter the contact information. A customer can add up to 10 additional recipients. Each recipient must have a name and at least one communication type.

    Note: When contact information is added or updated, basic validation is used to ensure that the phone number and email address resemble real values. However, these values are not automatically tested or verified, so it is possible to enter incorrect or inaccurate information, even if it looks correct.

    Remove a recipient

    Click Details next to the recipient you want to remove to display the additional contact information, then click DELETE CONTACT. Any recipient other than the primary recipient can be removed.

    Update communication channels

    In the Home Energy Reports area, update the Mail (printed) checkbox. The Mail option will only display if the customer is already a recipient of print Home Energy Reports.

    To go paperless, update the Email checkbox.

    Go paperless

    In the Home Energy Reports area, update the Email checkbox. This option will only display if the utility provides email reports and the customer is eligible to receive them.

    Add a recipient to a channel

    Home Energy Reports are only sent to the primary mailing address for the utility account. You cannot add print reports to additional recipients.

    Opt a customer out

    In the Home Energy Reports area, clear the Mail checkbox. See Notes about Opting Out below for information about the rules that govern the opt-out process.

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Notes about Opting Out

Be aware of the following rules that govern the opt-out process for Home Energy Reports:

  • If a customer is a recipient of print reports but not email reports, they can opt out of print reports and they can opt in to email reports.
  • If a customer is a recipient of email reports but not print reports, they can opt out of email reports but cannot opt in to print reports.
  • If a customer is a recipient of both email reports and print reports, they can opt out of both.
  • Due to the time required to create a Home Energy Report, print it, and mail it, another report may have already been in process when the customer requested to opt out. This means a customer might receive one additional report after opting out, depending on the timing of the request.

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