3.18 Understanding Do Not Disturb (DND): Managing Communication Preferences

Purpose:

The Do Not Disturb (DND) settings on a Contact record are crucial for managing communication preferences and ensuring compliance with regulations like TCPA and CAN-SPAM. DND allows you to specifically block outgoing communications to that contact on particular channels (Email, SMS, Calls, etc.).

How DND Works:

• Channel-Specific Blocking: DND is typically managed per communication channel. A contact can be marked DND for SMS but still receive emails, or vice versa.
• Location: Find the DND settings on the individual Contact record page (often in the left panel, sometimes requiring expansion). You'll usually see toggles or indicators for channels like Email, SMS, Call, GMB, FB Messenger, WhatsApp.
• Status Indicator:
  • Red / Toggled ON / Checked: Indicates DND is ACTIVE for that channel. Close Master will BLOCK attempts to send outbound communications to that contact via that specific channel (manual messages, bulk sends, workflow actions).
  • Green / Toggled OFF / Unchecked: Indicates DND is INACTIVE. Communications are allowed on that channel (assuming other factors like valid contact info and consent are met).

How DND Gets Activated:

• Manual Toggle: You or another user can manually toggle DND ON or OFF for specific channels directly on the contact record (e.g., if a client explicitly asks not to receive texts anymore).
• Automatic Triggers (System Managed - Often Permanent): DND is often activated automatically by the system in response to certain events, primarily for compliance:
  • SMS Opt-Out (STOP Reply): If a contact replies STOP, UNSUBSCRIBE, CANCEL, or END to one of your SMS messages sent via Close Master, the system will typically automatically activate DND for the SMS channel permanently. This is a legal requirement.
  • Email Hard Bounce: If an email sent to the contact results in a hard bounce (indicating the email address is permanently invalid), the system usually automatically activates DND for the Email channel.
  • Email Spam Complaint: If a recipient marks one of your emails as spam via their email provider's interface, this complaint is often relayed back, and the system may automatically activate Email DND.
  • Carrier SMS Filtering (Error 30007): While not always a direct DND toggle activation, persistent carrier filtering might lead to internal blocking resembling DND.
  • Other Errors: Certain persistent delivery errors might also trigger DND.

Removing DND:

• Manually Activated DND: If DND was turned on manually, simply toggle it back OFF on the contact record.
• STOP Reply SMS DND: This is permanent by system design for compliance. The only way to remove it is if the contact themselves replies with a keyword like START, YES, or UNSTOP to your Close Master phone number. You cannot manually override this. Inform the contact they need to text one of these words to your number if they wish to receive texts again.
• Email Bounce/Complaint DND: Removing DND for hard bounces or spam complaints requires careful consideration. Ensure the underlying issue is resolved (e.g., email address corrected, contact re-opts-in explicitly). Manually toggling OFF might be possible but could harm your sender reputation if the issue persists. It might also require removing the address from suppression lists within the underlying email service provider settings (potentially an admin task). **Consult documentation or support before manually overriding system-applied email DNDs.**

Importance:

Always respect DND settings. They protect you from compliance violations and ensure you're only communicating with contacts who wish to receive your messages on specific channels. Regularly review contacts with DND enabled (using filters) to understand why and ensure your communication practices are effective and compliant.