You can now customize Do Not Disturb (DND) settings for specific channels—Facebook, SMS, Calls, Emails, Google My Business, and WhatsApp—once they are integrated into the system.
What's changed?
- Contacts that had DND switched ON previously - The system will continue to respect their wishes
- Contacts that did Not have DND switched on previously, the system will continue as before
DND Statuses
- DND ‘On’ - now means NO automated/ manual outbound messages are permitted to go out (previously, we let people send outbound messages manually and only restricted ‘Automated’ messages)
- DND ‘Off’ - all automated/manual messages continue to work as usual
- DND ‘Partial’ - Some Channels are unavailable for Outbound messaging (THIS IS NEW!)
What integration channels will this affect?
If the integrations (FB, SMS, Calls, Emails, GMB, WhatsApp) are available and working properly, they will be listed as channels that HL users can choose to enable or disable individually or all at once.
If the Integrations drop or are disconnected please continue to re-connect. Once reconnected the previous state in which the contact DND was set to, would be respected - meaning if you DND’d a contact for FB Messenger, it’ll continue to DND that contact in FB Messenger.
How does it work in the case of emails?
The system will Auto-Enable DND for contact if the criteria below is met:
- ISP email permanent failures such as bounce, generic, suppress-complaint, suppress-unsubscribe, and suppress-bounce.
- When a recipient unsubscribes or marks the email as SPAM (Mailgun complaint event).
Please Note:
Location/agency users will then have the option to disable the DND from within the contacts record for all the above reasons, except when marked as SPAM.
How to remove email DND for a Contact?
When a user is marked as DND for any bounce and or suppressions events, please head into Mailgun or your ISP provider and remove the contacts email from the suppression list, then continue to validate the email before enabling the DND in the system.
How does it work in the case of SMS?
There are 2 ways in which the DND will be enabled:
- If the customer replied with Opt-Out keywords like STOP, UNSTOP, UNSUBSCRIBE, or CANCEL
- If we get 30003, 30004, 30005, 30006 any of these error codes from Twilio
| Response Code | Code Description | Remediation |
| 30005 | User Inactive/Number does not exist | Enable Temporary DND |
| 30003 | Out of Service/Carrier Filtering | Enable Temporary DND |
| 30004 | Do not want SMS/DND enabled | Enable Permanent DND |
| 30006 | Landline/Incapable to receive SMS | Enable Temporary DND |
Two types of DND will be applied to a contact
- Temporary -> If we get 30003, 30005 and 30006
- Permanent -> If we get 30004 or receive Opt-Out keywords mentioned above
How to remove SMS DND for a Contact?
- Temporary -> Can be updated from within the contact record
- Permanent -> Cannot be updated from within the contact record, it can only be removed if the contact replies with START or the agency shares the contact's Opt-in info with support. Once approved, support will remove the contacts DND.
Please Note:
When sharing your opt-in info please include the relationship number(s), contact, and a loom showing the contacts opt-in permission