Do Not Disturb and opt-outs

Respecting how people want to be contacted keeps you on the right side of the rules, and keeps your customers happy.

Turn on Do Not Disturb for a contact

1. Open the contact and choose to edit their details.

2. Go to the Preferences tab.

3. Under Do Not Disturb, switch on the channels they should not be contacted on: SMS, Email, Call or Messenger. Each channel has separate Inbound and Outbound switches.

4. Click Update Contact.

[Screenshot: Preferences tab with the Do Not Disturb switches]

When someone replies STOP

If a contact texts STOP, UNSUBSCRIBE, END or QUIT, they are opted out of texts straight away and future texts to that number are blocked. This happens automatically.

If they change their mind, they can text START, UNSTOP or SUBSCRIBE.

What you will see in Conversations

• "This contact is suppressed for SMS" (or email) means messages on that channel won't be delivered.

• "This email address is suppressed (bounced or unsubscribed)" means the email bounced or the person unsubscribed.

Tips

• Never try to work around an opt-out by texting from another number. It can break carrier and legal rules.

• To stop someone getting automated messages, you can also use the DND action in a workflow.