Do Not Disturb

DND, which stands for "Do Not Disturb," serves the purpose of allowing you to exclude a contact from one or all communication channels.

The latest enhancement to DND functionality permits the individual customization of DND settings for various channels, including FB, SMS, Calls, Emails, GMB, and WhatsApp, once these channels are integrated with the system.

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DND Statuses:

DND 'On': This setting now implies that no automated or manual outbound messages are permitted to be sent (previously, manual outbound messages were allowed, and only automated messages were restricted).

DND 'Off': All automated and manual messages continue to function normally.

DND 'Partial': This is a new feature where some channels restrict outbound messaging.

For contacts that had DND enabled previously, their preferences will be maintained by the system. For contacts that did not previously have DND enabled, there will be no change in their communication status.

DND Integration:

If integrations with channels such as FB, SMS, Calls, Emails, GMB, and WhatsApp are available and operational, they will be listed as channels that users can enable or disable individually or collectively.

In the event of integration disruptions, users are advised to promptly re-establish the connections. When reconnected, the previous DND settings for specific channels will be retained. For instance, if you had enabled DND for a contact on FB Messenger, it will remain in effect after reconnection.

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DND for Email:

The system will automatically enable DND for email contacts if they meet the following criteria:

ISP email permanent failures, such as bounce, generic, suppress-complaint, suppress-unsubscribe, and suppress-bounce, are encountered (referring to Mailgun Suppressions).

The recipient unsubscribes or marks the email as SPAM (Mailgun complaint event).

Note that location/agency users retain the option to disable DND for the aforementioned reasons, except in cases where the email is marked as SPAM.

Removing Email DND for a Contact:

If a user is marked as DND due to bounce or suppression events, they should access Mailgun or their ISP provider to remove the contact's email from the suppression list. Afterward, email validation should be performed before re-enabling DND in the system.

DND for SMS:

DND for SMS can be enabled in two ways:

Temporary DND is applied if error codes 30003, 30005, or 30006 are encountered.

Permanent DND is activated if error code 30004 or specific Opt-Out keywords are received.

To remove DND for SMS:

Temporary DND can be updated from within the contact record.

Permanent DND can only be removed if the contact replies with "START" or the agency shares the contact's Opt-in information with support. Upon approval, the support team will remove the contact's DND status.

Please remember to include relationship numbers, contact details, and a loom video showing the contact's opt-in permission when sharing opt-in information.

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