DND Settings

DND (Do Not Disturb) controls communication preferences at the contact level, ensuring compliance with TCPA, GDPR, and CAN-SPAM regulations. Enable or disable specific channels (Email, SMS, Calls, Facebook Messenger, Google Business Profile, WhatsApp) to honor opt-outs, protect sender reputation, and prevent accidental messaging to contacts who have opted out. DND contacts are automatically excluded from campaigns, workflows, and manual messages.

What DND Settings Does

DND provides channel-specific or global opt-out controls for each contact. Enable DND for individual channels or all at once, with automatic triggers that honor opt-outs in real-time:

Supported channels

Email: Blocks campaigns and automated sequences
SMS: Prevents text messages from reaching opted-out contacts
Calls: Stops outbound calls; optionally blocks inbound calls
Facebook Messenger: Controls messaging through connected Facebook pages
Google Business Profile: Manages Google Business messaging
WhatsApp: Controls WhatsApp messaging for connected accounts

Automatic DND activation

Email: Unsubscribe link clicks, spam reports, hard bounces, suppression list blocks
SMS: Opt-out keywords (STOP, UNSUBSCRIBE, CANCEL, END, QUIT), carrier error codes (30003, 30004, 30005, 30006), spam complaints
Calls: Manual activation by users or workflows, Do Not Call list requests

Inbound vs. outbound DND

Outbound DND (standard): Blocks communications you initiate (campaigns, workflows, manual messages)
Inbound DND (Calls and SMS): Blocks incoming communications from the contact. Inbound Call DND directly blocks calls; Inbound SMS DND blocks messages at system level (charges may still apply as the message reaches your provider first)

Key Configuration Options

Enable DND for a contact: Navigate to Contacts, select the contact, locate the DND section in the left column at the bottom, then toggle DND on or off for all channels or select specific channels. Changes save automatically.

Remove Email DND: Verify the email address is valid and not on suppression lists, open the contact record, navigate to the DND section, toggle off Email DND, and confirm the contact has provided consent to receive emails again.

Remove SMS DND: For temporary DND, toggle SMS DND off in the contact record. For permanent DND (triggered by carrier opt-outs or error codes), the contact must send an opt-in keyword (START or UNSTOP) or you must provide proof of opt-in consent to support. Never remove permanent SMS DND without documented proof, as carriers track compliance and violations can result in number suspension.

Workflow DND management: Use the Contact DND trigger to fire workflows when DND status changes. Filter by channel (Email, SMS, Calls, All), direction (Inbound, Outbound), and status (Enabled, Disabled). Use the DND Contact action to enable or disable DND programmatically based on triggers like unsubscribe link clicks, opt-out keyword replies, or form re-subscriptions.

Power Features

Workflow automation: Build workflows that respond to DND changes. Send internal notifications when high-value contacts opt out, add tags to categorize opted-out contacts by channel, remove contacts from active nurture campaigns, or log opt-out reasons in custom fields. Example workflow: Trigger on Link Clicked (unsubscribe), enable Email DND (Outbound), update Unsubscribe Date custom field, remove from workflow, and send internal notification.

DND attribution tracking: The platform logs DND changes in the contact’s activity log and conversation history. View whether workflows, users, or the contact triggered DND (via opt-out keyword or unsubscribe link). This audit trail helps troubleshoot unexpected status updates and maintain compliance records.

Export DND contacts: Use Smart Lists to filter contacts by DND status (e.g., “Email DND is True” or “SMS DND is True”), then export to CSV. Useful for compliance audits, database cleanup, or identifying re-engagement opportunities.

Message skipping: When workflows attempt to send messages to DND contacts, the platform automatically skips them. The contact remains in the workflow but does not receive the message. Activity logs show the message was skipped due to DND status, maintaining compliance without manual intervention.

Pro Tips

Honor opt-outs immediately. The platform handles most automatically, but for manual opt-out requests, update DND status within hours. Regulations like CAN-SPAM allow 10 business days, but faster processing builds trust and protects reputation.
Use channel-specific DND. Don’t apply global DND unless requested. A contact who opts out of SMS might still want email updates. Respect channel preferences to maintain communication without violating trust.
Document consent. Store opt-in source, date, time, method, and IP address in custom fields or notes. This protects you during compliance audits or disputes.
Audit DND settings quarterly. Review DND contacts to ensure accuracy. Incorrect settings can block engaged contacts or fail to prevent unwanted outreach.
Monitor opt-out rates by campaign and channel. High opt-out rates signal content relevance issues or over-messaging. Use metrics to refine your communication strategy.

Common Questions

What happens if a workflow tries to message a DND contact?

The platform automatically skips DND contacts when workflows attempt to send messages. The contact remains in the workflow but does not receive the message. Activity logs show the message was skipped due to DND status.

Can I send manual messages to DND contacts?

The platform blocks manual messages to DND contacts by default. Users with appropriate permissions may override DND for urgent, transactional messages. Use this capability carefully and only for non-marketing communications.

Does DND affect appointment reminders?

Standard DND does not block appointment reminders, as these are typically considered transactional communications. If you want reminders to respect DND, configure your reminder workflows to check DND status before sending.

How quickly does automatic DND take effect?

Automatic DND activation happens in real-time when triggered by opt-out keywords, unsubscribe clicks, or delivery failures. The contact is immediately excluded from future communications on the affected channel.

Are there penalties for violating DND settings?

Yes. Violating DND can result in carrier penalties (SMS number suspension), email deliverability damage (spam complaints lower sender reputation), legal consequences (TCPA fines up to $1,500 per violation, CAN-SPAM penalties up to $51,744 per email), and platform restrictions (repeated violations may result in account suspension). Always respect DND settings.