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      DND feature (unsubscribe)

      How to Use the Unsubscribe or Do Not Disturb (DND) Feature

      Updated: October 2, 2024

       

      DND stands for Do Not Disturb or Do Not Contact. It is a status or flag assigned to a contact or customer who has requested not to be contacted for marketing, sales, or other communications. This ensures that the company complies with privacy laws and customer preferences by preventing the CRM from sending emails, making phone calls, or engaging in other forms of outreach to those individuals.

      Accessing the DND Feature in Conversations Tab

      1. Navigate to Conversations in the menu pane. 
      2. Click on the conversation of the lead that requests to be removed from your list.
      3. In the right panel, scroll down to DND field
      4. Select the appropriate channel(s) to DND or check the box for DND all if the lead wanted to be totally removed from all channels.



      You can also select DND Inbound Calls and SMS for the contact's phone number.

      Inbound Calls from the number will be directly blocked whereas Inbound SMS will be blocked at system level so charges will incur.


      Accessing the DND Feature in the Contact Card


      1. Navigate to Contacts in the menu pane.
      2. Select the Contact you wish to make the DND changes.
      3. Scroll down to the bottom and look for the DND section in the left column.
      4. Select the appropriate channel(s) to DND or check the box for DND all if the contact wanted to be totally removed from all channels.

         

      Enabling Email DND will automatically unsubscribe the contact from future marketing campaign emails sent through the system.


      Filtering Contacts for Marketing Campaigns

      1. Prepare to send your next marketing campaign or create a smart list.
      2. Navigate to Contacts  in the menu pane.
      3. Create a Smart List for your marketing campaign if you do not have an existing one. 
      4. Click on More Filters to specify criteria for the list.
      5. Choose the filter for DND.  Select " Is not " Enabled for All Channels to filter out contacts who do not have the DND option on. Click Apply to make the changes.
      6. Review the resulting list to identify contacts who are okay with receiving items from you.
      7. Save as Smart List. 
      8. Name your Smart List and click Save.