Creating relationships with customers is a complex process, and with their changing preferences, it’s key to have a way to manage the contact channels you use to reach out to customers. Enabling and disabling the Do-Not-Disturb (DND) function for those channels can be automated with help from Automation. Let’s check 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, narrowing your 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 means.
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.
By activating this feature, you can effectively respect your contact’s preferences, ensuring that they are not disturbed by unwanted communications, ultimately maintaining a positive customer relationship.
Frequently Asked Questions #
What does the Enable/Disable DND action do? #
It automates turning the Do-Not-Disturb function on or off for a contact’s communication channels, so you respect their preferences without manual updates.
What trigger is commonly used with this action? #
The “Customer Replied” trigger is common, with keyword filters such as STOP to opt out or START to resubscribe.
Can DND apply to both inbound and outbound channels? #
Yes. The DND function works for both Inbound and Outbound channels, and you select which one you need when configuring the action.
How do I opt a contact out of all communications? #
Choose Enable For All, which removes the contact from all contact means.
How do I let a contact resubscribe? #
Choose Disable For All (Disable Contact DND) to reactivate all communication channels for that contact.
Can I apply DND to just one channel? #
Yes. Use the dropdown menu to select a specific channel, such as SMS or calls, and enable or disable DND for it.
