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Do Not Disturb / Opt-Out Node

The Do Not Disturb (DND) / Opt-Out node sets communication preferences on a contact's record. Use it to programmatically opt contacts out of specific channels or all communication when they request it.

Video Walkthrough

Watch: Deep Dive Into All Agent Workflow Nodes - 39:41–40:20

How It Works​

When the workflow reaches this node, it updates the contact's DND flags based on your configuration. Once a DND flag is set, will not send outbound communication to that contact on the flagged channels.

Configuration​

Configuration DND

You can set DND on individual channels or all channels at once:

  • Phone calls --- block outbound calls to this contact.
  • SMS --- block outbound text messages.
  • Email --- block outbound emails.
  • All channels --- block all outbound communication.

Common Use Cases​

  • Caller requests opt-out --- During a conversation, if a contact says "stop calling me," the workflow can immediately set the DND flag.
  • Unsubscribe handling --- When a contact replies "STOP" to an SMS, trigger a workflow that sets the SMS DND flag.
  • Channel preference --- If a contact says they prefer email only, set DND on phone and SMS while leaving email active.
  • Regulatory compliance --- Ensure that opt-out requests are honored immediately and automatically.

Why Automate DND​

Manual opt-out management is error-prone and slow. By including the DND node in your workflows, you ensure that:

  • Opt-out requests are processed instantly, not hours or days later.
  • No team member needs to remember to update the record.
  • Compliance is maintained consistently across all contacts.

Tips​

  • Place this node immediately after detecting an opt-out intent --- do not add unnecessary steps between the request and the action.
  • Combine with an Add Note node to log why the DND was set (e.g., "Contact requested no further calls on 2024-03-15").
  • The DND flag can be manually removed from the contact's profile if the contact later opts back in.

Next Steps​