DND stands for Do Not Disturb. It lets you remove a contact from one or all communication channels connected to the CRM. DND is important for staying compliant and respecting how your contacts prefer to be reached.

Here's how it works:

  • All Channels DND: This setting prevents any form of communication from being sent to the contact.
  • Channel-Specific DND: Allows you to specify which channels should be restricted, enabling communication through the others.

For example, a contact might prefer emails over text messages or calls. You can adjust their DND settings to respect those preferences.

Once set up, DND can be configured per channel, including Calls, Emails, Facebook, GMB, SMS, and WhatsApp.

Automated Compliance Features

The CRM includes automated settings to maintain both SMS and email compliance:

For SMS compliance, you can enable:

  • Opt-Out Messages: An automatic message is added to SMS communications, allowing recipients to reply "STOP" to unsubscribe. This updates their Do Not Disturb (DND) settings accordingly.
  • Sender Information: You can configure SMS messages to include sender details for transparency.

To customise these settings, go to General Settings > Phone System > Messaging > Messaging Compliance.

Email compliance works similarly. An unsubscribe link is automatically included in your emails, and when a recipient clicks it, the contact's DND settings for email are updated. To customise these settings, go to General Settings > Business Profile and scroll down to the General section.

DND Statuses

DND statuses show in the Conversations tab so you can easily manage each contact's communication preferences.

  • DND "On": Indicates that neither automatic nor manual outgoing messages are allowed to be sent.
  • DND "Off": All automated and manual messages function normally.

The integrations (Calls, Voicemails, Emails, Facebook Messenger, GMP, SMS, and WhatsApp) appear as channels you can enable or disable individually. If an integration is disconnected, each contact keeps its previous DND status when reconnected. For example, if a contact is set to DND for Facebook Messenger, that will still apply when the integration comes back.

DND for Email

The CRM will automatically enable DND for a contact's email if any of the following apply:

  • ISP email permanent failures such as bounce, generic, suppress-complaint, suppress-unsubscribe, and suppress-bounce. (Understanding Mailgun Suppressions)
  • When a recipient unsubscribes or marks the email as SPAM (Mailgun complaint event).

📌 Note: Users can disable DND from the contact record for the reasons above, except when marked as SPAM.

Remove Email DND for a Contact

If a contact is marked as DND due to bounce or suppression events, remove their email from the suppression list with your ISP, validate the address, and then re-enable it in the CRM.

DND for SMS

Two types of SMS DND can be applied to a contact:

  • Temporary: If messages return a 30003, 30005, or 30006 error.
  • Permanent: If messages return a 30004 error or the contact responds with an opt-out keyword such as STOP, UNSUBSCRIBE, or CANCEL.

Contacts with a temporary SMS DND can be updated from within the contact record. Contacts with a permanent SMS DND need to text "START" to deactivate it.

Inbound DND

The DND Inbound Calls and SMS feature lets you prevent specific contacts from calling or texting your CRM number. When enabled, any inbound calls or SMS messages from those contacts are blocked.

Workflow Integration

You can tie DND settings into your workflows. For example, if a contact unsubscribes from your emails, you can automatically update their DND settings to match. This keeps your workflows aligned with each contact's preferences.

Frequently Asked Questions

Q: What happens if a contact is in a workflow and then opts for DND?

  • A: The CRM skips the communication steps the contact has opted out of, staying compliant without removing them from the workflow entirely.

Q: Can I remove a contact from all workflows if they opt for DND on all channels?

  • A: Yes. You can use the workflow options to remove a contact from all workflows if they no longer want to be contacted.