Building good relationships with customers takes effort, and as their preferences change, it helps to have a clear way of managing which channels you use to reach them. You can automate enabling and disabling the Do-Not-Disturb (DND) function for those channels using the Automation section. Here's how.
Setting Your Workflow
To start, navigate to the Workflows tab inside the Automation section and create or edit a workflow.
Set your trigger as needed. The most common will be "Customer Replied" with filters for keywords, such as STOP to opt out or START to resubscribe to communications.
Click the "+" icon to add an action and select the Set Contact DND option from the available choices.
Selecting A DND Type
The DND function works for Inbound and Outbound channels, so first select the one you need.
You have the option to enable or disable DND for multiple channels at once. Depending on which option you select, the steps will vary slightly. To choose, open the dropdown menu.
Let's explore our options further.
Enable For All
This option is useful if the contact does not want to receive notifications or has opted out of a subscription, as it will remove them from all contact channels.
Disable For All
To deactivate the Do Not Disturb feature for a contact, choose Disable Contact DND. This will reactivate all communication channels. This is perfect for contacts that want to resubscribe to your notifications.
Enable or Disable for specific channels
Using the dropdown menu, you can select the specific channel for which you want to enable or disable DND, such as SMS or calls.
Enabling this feature lets you respect your contact's preferences, keeping them free from unwanted communications and helping maintain a positive relationship over time.