Rules of Engagement & Book of Business: FAQ

Quick answers to the questions that come up most.

An account I opened is already claimed, or I'm blocked. Is that a bug?
No. This almost always means Unify is correctly enforcing your manager's Rules of Engagement policy, based on real CRM ownership data. It's not a glitch and it doesn't mean you were beaten to it unfairly. If it doesn't seem right, talk to your manager; don't assume something's broken. (Exception: a brief CRM sync delay; see Troubleshooting below.)

Can I still research an account I don't own?
Yes, always. Only outreach (email, calls, sequence enrollment) is checked. Research and enrichment never claim an account and are never blocked.

Why does a teammate's name show up instead of mine, even though I've been working this account?
Ownership follows your CRM's owner field, not who's actually been active on the account. If the CRM record is wrong, it needs to be fixed there (or by your manager); Unify will pick up the change.

I own the person record, but I'm still blocked from engaging them. Why?
Rules of Engagement is based on company ownership, not the individual contact's owner field. If the company belongs to someone else, that governs engagement no matter who owns the person record.

I own the opportunity, account, and contact, but Chat says I'm fully blocked. What should I check?
First check whether the company matches an exclusion, such as an open opportunity exclusion. Matching an exclusion can show a warning even when outreach is still allowed. If the UI says outreach is permitted with caution, you should still be able to enroll or sequence the prospect after reviewing the warning. If Chat says you're fully blocked but the sequence modal only shows a caution warning, treat that as an incorrect Chat interpretation and verify the actual blocking reason in the sequence or mailbox flow.

Why am I seeing "ownership unavailable" instead of an owner's name?
Unify has the record but can't match it to the right Account, Contact, or Lead in your CRM, so it can't check ownership at all. That's different from "unowned," so flag it to your manager.

I'm on a different policy than a teammate on another team. Is that normal?
Yes. Teams that track ownership differently by role (say, a separate field for BDRs vs. AEs) usually need a separate policy per group, so it's expected your experience can differ from a teammate's on another team.

Why don't I see my current customer accounts in my book, or why do I see them when I don't expect to?
It depends entirely on how your policy is set up. Excluding current customers from outreach doesn't remove them from your Book of Business; they'll still appear, just blocked, warned, or allowed depending on your policy.

Is there a limit on how many accounts I can claim?
Not today. There's no cap on book size yet.

If an account goes quiet, does it get reassigned automatically?
No. Depending on your policy, it either stays with its current owner indefinitely, or becomes claimable by someone else after a set period of inactivity (commonly 90 days). It only changes hands if another rep actually claims it by working it.

Why am I only seeing a plain list, with no ranking or Intel?
Those come from two separate settings, Book Rankings and Intel, that your manager turns on separately. If they're not enabled yet, that's expected, not a bug.

Troubleshooting

I'm blocked from an account that should clearly be mine. Is this a bug?
Almost certainly not; it's most likely reflecting the policy your manager set up. Talk to them first. The one common exception is a CRM sync delay: if an account was just reassigned to you, give it 10 to 15 minutes before assuming it's wrong.

Am I wasting credits when Chat enriches people who turn out to be ineligible?
This is a known rough edge the product team is aware of. If you're seeing it often, flag it to your Unify contact.

Who do I talk to about changing my policy?
Your manager. Policy setup lives in Engagement Policies, which is a manager-level setting. You can't change it yourself, but you can always raise concerns.

Why am I still seeing an exclusion warning if exclusions were turned off?

A: The exclusion may still appear as a warning even after sequencing is allowed. In some cases, the prospect’s company still matches an exclusion rule within your policy, so Unify shows a caution message to let you know before outreach.

Does the exclusion warning prevent me from sequencing the prospect?

A: It should not block sequencing. The warning is intended to indicate that the company matches an exclusion, but outreach is permitted with caution. If it's blocked, it will not allow you to sequence.

Why can’t I add a recommended prospect to a sequence because of a “ruleset”?

A: A ruleset controls who can and cannot be enrolled in a specific sequence. Even if an account is assigned to you and appears in Recommended Prospects, the sequence you’re trying to add them to may have rules that exclude that prospect.

If you see this message, it means the prospect does not currently meet the enrollment rules for that sequence.

What should I do?

If you believe you should be able to reach out to the prospect, contact your Manager. They can review the sequence ruleset and update the exclusions if needed.

We’re also working on improvements to make it easier to reach out to recommended prospects when appropriate.

Related articles

• Understanding Rules of Engagement and Book of Business

• Working your Book of Business

• Set up Rules of Engagement for your team (for your manager)