How Do Not Disturb (DND) Works in Ignite Funnels
Do Not Disturb (DND) stops your business from messaging a contact on some or all channels. Respecting DND protects your sender reputation and your customers' privacy under Kenya's Data Protection Act.
The three DND states
- On: no messages at all, manual or automated, on any channel.
- Off: everything works as normal.
- Partial: some channels are blocked, others are open.
Set DND by channel
Open the contact and click Configure under DND. You can switch off WhatsApp, SMS, calls, email, Facebook, Instagram or Google Business Profile messages one by one, or all at once. If an integration disconnects and you reconnect it, the contact's DND choices stay as they were.
When DND turns on automatically
Email DND switches on when an address permanently bounces, the person unsubscribes, or they mark your email as spam. You can switch it off from the contact record for bounces and unsubscribes (after confirming the address is valid and the person wants to hear from you), but not for spam complaints.
SMS
- Permanent DND: the customer replies STOP, UNSUBSCRIBE or CANCEL, or the network reports they have blocked messages. Only the customer can reverse this, by replying START. If you have proof they opted back in, contact our support team.
- Temporary DND: the number is unreachable, out of service, does not exist or cannot receive SMS (for example a landline). You can switch this off from the contact record once the number is fixed.
Good practice
- Always include a simple way to opt out in marketing WhatsApp messages and emails.
- Never switch DND off without the customer's permission.
Need help?
Click the help button in the bottom right corner of your Ignite Funnels account to search more guides or chat with our support team.
