# Do Not Disturb

DND is also known as "Do Not Disturb". It allows you to remove a contact from one or all communication channels.

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**DND can now be set to individual channels (FB, SMS, Calls, Emails, GMB, WhatsApp) once they are integrated with the system.**
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<figure><img src="https://3379043218-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhRoDQv6gyGL2CyFV4Oob%2Fuploads%2F9rCxd9KADPR8BJN6BjVY%2Fspaces_SpDxRsrRdNpxcuWtIMiA_uploads_git-blob-3d23fa5ad805daf2fc045d352344e38a3361520f_JDb2HH3OFgLIB2wVWrJ7pegcjQ1te6Ps1w.png?alt=media&#x26;token=c471f1b8-1f82-4d03-9257-49166fa2def2" alt=""><figcaption></figcaption></figure>

### DND Statuses

* **DND ‘On’** - now means NO automated/ manual outbound messages are permitted to go out (previously, we let people send outbound messages manually and only restricted ‘Automated’ messages)
* **DND ‘Off’** - all automated/manual messages continue to work as usual
* **DND ‘Partial’** - Some Channels are unavailable for Outbound messaging (THIS IS NEW!)

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Contacts that had **DND switched ON** previously - The system will continue to respect their wishes

For contacts that did **Not** have DND switched on previously, the system will continue as before
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### DND Integration

If the integrations (FB, SMS, Calls, Emails, GMB, WhatsApp) exist and are functional, they’ll get enlisted as channels that Users can either enable or disable independently or all together at once.

*<mark style="color:purple;">**If the Integrations drop or are disconnected please continue to re-connect**</mark>*. Once reconnected the previous state in which the contact DND was set to, would be respected - meaning if you DND’d contact for FB Messenger, it’ll continue to DND that contact in FB Messenger.

<figure><img src="https://3379043218-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhRoDQv6gyGL2CyFV4Oob%2Fuploads%2FAp5uCBTTOWby9RTmNy0u%2FRirNynW76_p5Qt0PMC0mIABKKUkbQUETWA.png?alt=media&#x26;token=75a7beaf-b061-411a-b848-8b2d6795395b" alt=""><figcaption></figcaption></figure>

### DND for Email

The system will **Auto-Enable DND** for Email contact if the criteria below are met:

* **ISP email permanent failures such as** bounce, generic, suppress-complaint, suppress-unsubscribe, and suppress-bounce. (Understanding Mailgun Suppressions)
* **When a recipient unsubscribes** or marks the email as **SPAM** (Mailgun complaint event).

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**Please Note**: Location/agency users will then have the option to disable the DND from within the contacts record for all the above reasons, except when marked as SPAM.
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### Remove email DND for a Contact

When a user is marked as DND for any **bounce and or suppressions events**, please head into Mailgun or your ISP provider and \*\*\*\* remove the contacts email from the suppression list, then continue to validate the email before enabling the DND in the system.

### DND for SMS

**There are 2 ways in which the DND will be enabled:**

If the customer replied with **Opt-Out keywords like STOP, UNSTOP, UNSUBSCRIBE, or CANCEL**

If we get <mark style="color:purple;">30003, 30004, 30005, 30006</mark> any of these error codes from Twilio

| Response Code | Code Description                    | Remediation          |
| ------------- | ----------------------------------- | -------------------- |
| 30005         | User Inactive/Number does not exist | Enable Temporary DND |
| 30003         | Out of Service/Carrier Filtering    | Enable Temporary DND |
| 30004         | Do not want SMS/DND enabled         | Enable Permanent DND |
| 30006         | Landline/Incapable to receive SMS   | Enable Temporary DND |

#### Two types of DND will be applied to a contact

1. **Temporary -> If** we get **30003, 30005 and 30006**
2. **Permanent -> If** we get **30004** or receive Opt-Out keywords mentioned above

### Remove SMS DND for a Contact

* **Temporary ->** Can be updated from within the contact record
* **Permanent ->** Cannot be updated from within the contact record, it can only be removed if the contact replies with **START** or the agency shares the contact's **Opt**-in info with support. Once approved, support will remove the contacts DND.

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**Please Note:** When sharing your opt-in info please include the relationship number(s), contact, and a loom showing the contact opt-in permission.
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