Who This Is For / When to Use
Use this trigger if you need to automatically respond when a contact opts in or opts out of communications, such as pausing outreach, resuming campaigns, notifying internal teams, or updating contact tags.
What the Contact DND Trigger Does
The Contact DND trigger adds a contact to a workflow whenever their DND status changes.
The trigger can detect:
DND enabled or disabled
Inbound or outbound DND changes
DND applied to all channels or a specific channel
If no filters are applied, any DND change on any channel will trigger the workflow.
Step 1: Create or Open a Workflow
Go to Automations > Workflows.
Click Create Workflow or open an existing workflow to edit.
Step 2: Add the Contact DND Trigger
In the workflow builder, click Add New Trigger.
From the trigger list, select Contact DND.
Step 3: Configure Trigger Settings
Set the Trigger Name (Optional)
Update the Workflow Trigger Name field to change how the trigger appears in the builder.
This does not affect trigger behavior.
Select DND Direction
Choose how the DND change was initiated:
Inbound – The contact initiated the DND change.
Outbound – The account initiated the DND change.
Configure DND Flag Filters
Click + Add filters.
Select DND flag is.
Choose one of the following values:
Enabled DND for all channels
Disabled DND for all channels
Enabled DND for specific channels
Disabled DND for specific channels
Important:
If DND Direction = Inbound, only the following options are available:
Enabled DND for all channels
Disabled DND for all channels
Configure Channel-Specific Filters (Optional)
If you selected Enabled DND for specific channels or Disabled DND for specific channels, an additional filter is required.
Click + Add filters.
Select DND Channel is.
Choose a channel:
Call
Email
FB
GMB
SMS
WhatsApp
With this setup, the workflow triggers only when DND changes for the selected channel.
Add Custom Field Filters (Optional)
You can further restrict enrollment by adding Custom Field filters. This limits workflow enrollment to contacts that match specific field values.
Save the Trigger
Click Save Trigger to apply the trigger configuration.
Step 4: Add Workflow Actions
Add one or more actions to run after the trigger fires. The Contact DND trigger supports all workflow actions, including:
Add or remove contact tags
Internal notifications
Add to another workflow
Stop or remove from workflows
You may also leave the workflow with no actions if the trigger is only being used for tracking or enrollment logic.
Step 5: Save, Publish, and Test the Workflow
Click Save in the top-right corner.
Toggle the workflow status to Publish when ready.
Use Test Workflow to validate trigger behavior before going live.
Example Use Case: Re‑Enabling Communication for Opted‑In Contacts
Scenario
A contact previously opted out of all communications and later opts back in. The account wants to automatically resume outreach and notify internal teams.
Trigger Configuration
Trigger: Contact DND
DND Flag is: Disabled DND for all channels
Workflow Actions
Remove the "Do Not Contact" tag
Send an internal notification to the sales team
Add the contact back to relevant workflows
Result
The contact is immediately reintroduced into active communication and automation flows.
Common Issues and Fixes
The workflow is not triggering
Confirm the workflow is Published.
Verify at least one DND change occurred that matches your filters.
Remove filters temporarily to test if enrollment works without restrictions.
Channel-specific triggers are not firing
Ensure DND flag is set to a specific channel option.
Confirm the correct channel is selected in DND Channel is.
Compliance Notes
To ensure SMS and email compliance:
Go to Settings > Phone Numbers > Additional Settings.
Enable SMS compliance options such as opt-out messaging and sender identification.
