Sometimes an account appears in your analytics dashboard that you don't want there. This article explains how Admins and Global Admins can unlink contacts from an account or exclude an account entirely, so your dashboards only show the accounts you want to act on.
Notes:
Only Admins and Global Admins can unlink or exclude accounts.
This currently works for accounts identified by Demandbase or 6sense. Demandbase account identification is included for all customers by default, so you don't need your own integration. See Account Reveal for more.
Changes apply at team level, across all your Docs. It's not possible to unlink or exclude an account for a single Doc.
When to unlink and when to exclude
There are two options, depending on why the account shouldn't be in your dashboards:
Unlink: Use this when an account has been identified incorrectly. The read data is still useful, but it shouldn't be attributed to that account. Unlinking removes the link between the contacts and the account, and removes the account from your dashboards.
Exclude: Use this when an account's activity shouldn't be in your reporting at all, such as your own company or a customer account you're testing with. Excluding removes the account from your dashboards.
Unlinking contacts from an account
Account identification is occasionally incorrect. For example, a contact on a VPN or on an agency or parent company's network can be matched to a company that isn't theirs. For more on how this happens, see How Turtl identifies and reports on accounts.
To unlink contacts from an account:
Navigate to "Team settings".
Select the "Analytics" tab.
Select the account you want to unlink.
Click "Unlinked".
Click "Save".
Your dashboards will update within 24 hours, including engagement data and intent scoring. Reads from the unlinked contacts are still counted in your analytics. They'll appear under "Unknown" rather than under an account.
Note: Account intent (High, Med, Low) is calculated relative to your team's average engagement. Unlinking an account changes that average, so other accounts' intent levels may also change. This takes effect within 24 hours.
Excluding an account
Excluding keeps your dashboards focused on genuinely engaged accounts. A common example is testing a campaign. Your own company or a test account gets identified and appears in the dashboard, and that muddies the insights you're trying to gain.
Tip: Exclude your own company and any test accounts before you start testing a campaign, so your results stay clean from day one.
To exclude an account:
Navigate to "Team settings".
Select the "Analytics" tab.
Select the account you want to exclude.
Click "Exclude".
Click "Save".
Your dashboards will update within 24 hours, including engagement data and intent scoring.
Note: Account intent (High, Med, Low) is calculated relative to your team's average engagement. Excluding an account changes that average, so other accounts' intent levels may also change. This takes effect within 24 hours.
Excluded accounts in the Reads report
Reads from excluded accounts are still included in the Reads report. A column flagging excluded reads is coming soon.
Changing your selection
You can undo an unlink or an exclusion at any time. Turtl continues to collect the data in the background, so nothing is lost if you change your mind.
To link contacts to an account again, or to include an excluded account again:
Navigate to "Team settings".
Select the "Analytics" tab.
Select the account.
Click "Link" or "Include".
Click "Save".
Your dashboards will update within 24 hours.
What's not currently possible
Accounts identified by other methods: You can only unlink or exclude accounts identified by Demandbase or 6sense. Support for accounts identified through your CRM, native Turtl forms and lead capture URLs is coming soon.
Doc-level changes: Unlinking and excluding apply at team level, across all your Docs. You can't unlink or exclude an account for a single Doc.
Excluded flag in the Reads report: A column flagging excluded reads in the Reads report is coming soon.
Excluding accounts versus blocking IP addresses
Turtl Support can also block IP addresses from your analytics. The main differences are:
Excluding an account: You manage it yourself in "Team settings". It works at account level, and the reads stay in the Reads report.
Blocking IP addresses: Turtl Support sets it up for you. It works at IP level, and it's best for bot traffic or IP ranges you never want tracked in your dashboards. These reads are still available in your downloadable Reads report, with the
is_banned_ipcolumn set to1.