DND: Do Not Disturb (what it is and how to turn it on & off)

DND, or Do Not Disturb, is a simple and powerful way to ensure that a Contact does not receive any additional automated messages.  When turned on, you can manually send emails and texts to the Contact, but the system will not send any additional automated messages, even if the Contact was in the middle of an automated campaign that is currently running.

You can manually turn DND on and off within a Contact's record as well as within the Conversations view.

DND is also automatically triggered by a surprisingly sophisticated Artificial Intelligence system (made by Google) that will recognize when a Contact replies with "negative intent", such as with words/phrases like "stop", "take me off your list", etc.  This automated DND trigger helps prevent your Contacts from hearing from you through automated messages when they clearly don't want any further communications.  Since this DND feature is triggered automatically in "negative intent" situations, you will receive an email alert notifying you that the Contact was put on DND and taken out of any Pipelines/Opportunities.  We encourage you to double-check that DND was not marked incorrectly because it's really smart, but it's not perfect.  If there was an error and a valid Contact was marked as DND mistakenly, you'll want to turn the DND feature off and manually add the Contact back into any Pipelines as Opportunities.  

See the video below for more information on how it works.  

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