Do Not Disturb (DND) Compliance Automation

The CRM system offers built-in automated features designed to uphold communication compliance standards:

• SMS Compliance: The system automatically appends an opt-out message to all SMS communications, allowing recipients to unsubscribe by replying "STOP." When this occurs, the contact's DND (Do Not Disturb) settings are updated accordingly to reflect their SMS preferences.

• Email Compliance: Similarly, emails include an unsubscribe link. When a contact clicks this link, their DND settings for email communications are updated to respect their choice.

To customize these compliance messages, navigate to the General Settings in your Business Profile.

Understanding DND Statuses

DND statuses, visible within the Conversations tab, help you manage how and when contacts can be communicated with:

• DND "On": No outgoing messages, whether automated or manual, are permitted to be sent to the contact.

• DND "Off": Both automated and manual communications proceed as usual.

• DND "Partial": Specific communication channels are restricted from sending messages.

Integrating DND Across Channels

The CRM supports DND integration across various channels, including Calls, Emails, Facebook, Google My Business (GMB), SMS, and WhatsApp. Each channel can be individually toggled on or off based on user preference. If a particular integration is disconnected, the contact’s prior DND status is preserved upon reconnection. For example, if a contact was set to DND for Facebook Messenger, this setting will remain intact once the channel is reconnected.

DND for Email Communications

The system automatically activates DND for email contacts under specific conditions:

• When there are permanent failures with ISP emails, such as bounces, generic errors, suppression due to complaints, or unsubscribe requests.

• When a recipient unsubscribes from your emails or marks them as spam.

? Note: While users can manually disable DND from the contact record for most reasons listed above, this option is unavailable if the email was marked as spam.

Removing DND for Email Contacts

If a contact's email is marked DND due to bounces or suppression events, you can remove them from the suppression list by coordinating with your ISP. After validating the email address, you can re-enable email communications within the CRM.

DND for SMS Communications

There are two categories of SMS DND that can be applied to contacts:

• Temporary DND: Triggered by errors such as 30003, 30005, or 30006. These contacts can be updated within the contact record.

• Permanent DND: Triggered by a 30004 error or if the contact responds with an opt-out keyword like STOP, UNSUBSCRIBE, or CANCEL. Contacts with permanent DND must text "START" to reactivate SMS communications.

Inbound DND Controls

The CRM also allows users to block specific contacts from calling or texting the CRM number by enabling Inbound DND for Calls and SMS. This feature helps minimize unwanted communication by preventing inbound interactions from marked contacts.

Integrating DND with Workflows

The CRM provides options to incorporate DND settings into your automated workflows. For instance, if a contact unsubscribes from email communications, their DND settings can be automatically updated to reflect this preference. This ensures that your workflows align with the contact’s communication choices, enhancing their overall experience with your brand.

Troubleshooting and FAQs

• Q: What happens if a contact enters a workflow and then opts for DND?
  A: The CRM intelligently skips any communication steps that the contact has opted out of, maintaining compliance without entirely removing them from the workflow.

• Q: Can I remove a contact from all workflows if they opt for DND across all channels?
  A: Yes, you can configure the workflow settings to remove a contact from all workflows if they choose not to be contacted through any channel.