Who This Is For / When to Use
Teams managing opt-outs and unsubscribe requests.
Accounts that must stop communication after bounces or compliance events.
Use cases where messaging must be restricted by channel (SMS, Call, Email, WhatsApp).
What the Set Contact DND Action Does
This action updates a contact’s Do Not Disturb (DND) status.
You can:
Enable or disable DND.
Apply DND to all channels or specific channels only.
Control whether contacts can still be reached on channels not restricted by DND.
This action does not delete the contact or remove conversation history.
Available DND Options
When configuring the action, you can select one of the following:
Enable DND for all channels
Disable DND for all channels
Enable DND for specific channels
Disable DND for specific channels
Supported Channels
When using specific channel options, you can select from:
Call
SMS
Email
WhatsApp
How to Add the Set Contact DND Action
Step 1: Create or Edit a Workflow
Go to Automations > Workflows.
Click Create Workflow or open an existing workflow.
Step 2: Add a Workflow Trigger
Click Add New Trigger.
Choose a trigger that represents an opt-out or inbound DND condition.
Step 3: Add the Set Contact DND Action
Click the + icon below the trigger.
Select Set Contact DND from the action list.
Choose the appropriate DND option.
Step 4: Save, Test, and Publish
Click Save Action.
Click Save in the top-right corner.
Use Test Workflow to confirm behavior.
Toggle the workflow from Draft to Publish.
WhatsApp DND Behavior
When DND is enabled for WhatsApp:
Contacts who unsubscribe will no longer receive WhatsApp messages.
This helps ensure compliance with WhatsApp messaging policies.
DND for WhatsApp does not affect other channels unless explicitly selected.
Common Use Cases
Opt-Out Compliance
Automatically enable DND when a contact unsubscribes or requests no further communication.
Bounce Handling
Apply DND after repeated message failures or bounces to prevent future sends.
Channel-Specific Restrictions
Block SMS while allowing email communication to continue.
Common Issues and Fixes
Messages Are Still Sending
Verify which channels were selected in the DND action.
Confirm DND was enabled and not disabled.
Check that the workflow is published.
DND Applied to the Wrong Channel
Edit the action and confirm the selected channels.
Use separate actions if multiple channel rules are required.
FAQ
What does the Set Contact DND action do?
It enables or disables Do Not Disturb for a contact, preventing messages from being sent on selected channels.
Can I apply DND to only one channel?
Yes. You can enable or disable DND for specific channels such as SMS or Call while allowing others.
Does DND delete or block the contact?
No. The contact remains in the system with full history intact.
Is DND reversible?
Yes. You can disable DND at any time using another Set Contact DND action.
When should I use this action?
Use it for unsubscribe handling, compliance enforcement, bounce management, or inbound DND scenarios.