The Contact DND (Do Not Disturb) trigger enables workflows to activate whenever a contact’s DND status is modified. DND allows contacts to opt out of communication they no longer wish to receive, offering control over preferences for emails, phone calls, SMS messages, Google My Business (GMB), and Facebook messages. This trigger helps you respect customer preferences while maintaining efficient workflows.
Add the Contact DND Trigger #
To begin, click the Add New Trigger button and select Contact DND.
Note: Remember, a workflow requires both a trigger and an action to be published. Without both, you can only save the workflow for later edits.
Add Filters #
DND Direction Is #
Filters help refine when the Contact DND trigger activates. You can use the following options to tailor workflows based on contact preferences. The DND Direction filter allows you to configure DND preferences for both inbound and outbound communication.
DND Flag Is #
Use the DND Flag Is filter to determine if the workflow triggers when the DND flag is enabled or disabled. Add the filter by clicking + Add Filters and selecting DND Flag Is. Choose one of the following:
- Disabled DND for all channels.
- Disabled DND for specific channels.
- Enabled DND for all channels.
- Enabled DND for specific channels.
Note: DND status is displayed as a single Enabled or Disabled filter that applies to all inbound channels.
DND Channel Is #
When you select the Disabled DND for specific channels or Enabled DND for specific channels trigger, you must further define the channel. Add the DND Channel Is filter and select the desired channel from the dropdown menu (e.g., SMS, email, GMB).
Remember to Save the trigger.
The Contact DND trigger is a valuable feature for respecting customer preferences and automating workflows accordingly. By using filters to customize triggers, you ensure efficient communication management while prioritizing customer satisfaction.
Frequently Asked Questions #
When does the Contact DND Trigger fire? #
It fires whenever a contact’s Do Not Disturb status is modified, based on the filters you configure.
Which channels does DND cover? #
DND can apply to emails, phone calls, SMS messages, Google My Business (GMB), and Facebook messages.
Can I trigger on a specific channel only? #
Yes. Choose Enabled or Disabled DND for specific channels, then use the DND Channel Is filter to select the channel such as SMS, email, or GMB.
What is the difference between the DND Flag and DND Channel filters? #
The DND Flag Is filter sets whether you trigger on enabled or disabled DND, while the DND Channel Is filter narrows the trigger to a particular communication channel.
Do I need an action for the workflow to publish? #
Yes. A workflow needs both a trigger and an action to be published; otherwise you can only save it for later editing.
Why is this trigger useful? #
It lets you automatically respond to opt-out changes, helping you respect customer communication preferences and stay compliant.
