How do I use Do Not Disturb (DND) to stop messages to a contact?

Do Not Disturb (DND) blocks calls, texts, emails or other channels for a contact. Use it when a family asks you to stop texting, when a referral partner prefers email only, or when someone unsubscribes. Respecting these preferences protects your reputation and helps you follow communication rules.

Turn DND on or off

1. Go to Contacts and open the contact.
2. Find the DND section, usually at the bottom of the left panel or on its own tab.
3. Turn on DND for all channels, or only for specific channels such as Email, SMS, Calls or Google Business messages.

There is a separate setting for inbound calls and texts. When it is on, incoming calls from that number are blocked. Incoming texts are blocked too, though they may still incur charges.

How each channel works

• Email: DND turns on automatically when someone unsubscribes, marks your email as spam or the address bounces. Invoices, calendar notifications and system notifications can still be delivered. Marketing emails are always blocked.
• SMS: DND turns on automatically when someone replies STOP or UNSUBSCRIBE, or when the carrier reports the number cannot receive texts. If the contact opted out themselves, they must text START to opt back in. If you have proof they opted back in another way, Submit a ticket.
• Calls: blocks outgoing calls, and inbound DND blocks incoming calls from the contact.
• Facebook, Google Business and WhatsApp: can be turned off one at a time once connected.

See who changed DND

The conversation and activity log show whether DND was turned on or off by a workflow, a team member or the contact.

Automate DND

• The DND Contact workflow action turns DND on or off for all channels or one channel.
• The Contact DND trigger starts a workflow when DND changes. For example, notify the contact owner when an active referral partner opts out.

Track consent

Collect consent on your forms, surveys, chat widget and booking calendars, and display your privacy policy there. If you rely on another basis to contact someone, create a tag that records it and apply it by hand or with a workflow. For questions about what your agency is legally required to do, consult a licensed attorney or your compliance officer.

Common questions

• How do I know if a contact has DND on? Blocked channels appear grayed out in the DND section of their record.
• Can I filter for DND contacts? Yes. Use the DND filters in Advanced Filters to exclude opted-out contacts before a bulk message.
• Why are all my imported contacts on DND? A DND column in a spreadsheet import blocks every channel. Use tags and a workflow to block only one.

Have a question about your own account? Submit a ticket and our team will follow up.