Switch Do Not Disturb On or Off with the DND Contact Action

The DND Contact action (found as Enable/Disable DND) controls whether a contact can be messaged, either everywhere or on chosen channels.

What you can control

• Direction: Inbound or Outbound.
• Enable or Disable: turn DND on or off.
• Scope: all channels, or only selected ones such as SMS or email.
• Mark as Read or Unread: optionally set the conversation state at the same time (None, Mark as Read, Mark as Unread).

Set it up

1. Open Automation > Workflows and add a trigger.
2. Click + and search for Enable/Disable DND.
3. Name the action.
4. Choose the direction and whether to enable or disable.
5. Pick all channels or the specific ones.
6. Save and publish.

Example scenarios

• A contact opts out of promotional texts but still wants email. Trigger on the opt-out and enable DND for SMS only.
• Block a contact who should not be messaging you by enabling Inbound DND.
• After an appointment is marked Showed, disable DND so follow-up messages can flow again.

Activity history

Changes are recorded in the conversation and activity log as "DND Enabled by Workflows" or "DND Disabled by Workflows". Manual changes show as made by a user, and changes made by the contact show as made by the contact.

Good to know: Use channel-specific DND instead of all channels whenever a contact has only opted out of one kind of message.