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Workflow Action - DND Contact

Overview​

The DND Contact action in Stack allows you to manage the Do-Not-Disturb (DND) settings for your contacts. This feature is particularly useful for ensuring that your contacts are not disturbed by automated messages when they have requested not to be contacted. You can enable or disable DND across all communication channels or choose specific ones.

Action Name​

DND Contact

Action Description​

The DND Contact action offers several options to tailor communication according to your contacts' preferences:

  • Enable DND for all channels.
  • Enable DND for specific channels.
  • Disable DND for all channels.
  • Disable DND for specific channels.

By utilizing this action, you can effectively control the flow of communication based on the needs of your contacts.

Action Details​

Field Name: Mark as Read or Unread​

  • Description: Choose to mark the conversation as either read or unread.
  • Options: None, Mark as Read, Mark as Unread
  • Mandatory: No

How to Configure​

  • Action Name: Enter a descriptive name for this action, such as "Enable DND for All Channels."
  • DND: Select from the dropdown menu to either enable or disable DND, specifying whether it applies to all channels or only specific ones.

Example Triggers and Configurations​

Appointment Status Changed​

  • Trigger: Use the "Appointment Status Changed" trigger.
  • Configuration: Set a filter for the appointment status to be "Completed" or "Showed."
  • Action: Add the DND Contact action to disable DND, indicating that the contact can now receive communications.

Appointment Scheduled​

  • Trigger: Use the "Appointment Scheduled" trigger.
  • Configuration: Add a condition to wait for a specific period after the appointment time (e.g., 1 hour after the scheduled end time).
  • Action: After the waiting period, add the DND Contact action to disable DND, assuming the appointment has been completed.

Task Completed​

  • Trigger: Use the "Task Completed" trigger associated with appointment follow-up tasks.
  • Configuration: Link the task to follow-up actions post-appointment, such as sending a thank you email or a survey.
  • Action: Once the task is marked as completed, add the DND Contact action to disable DND, allowing communication to resume.

Custom Field Update​

  • Trigger: Use a "Custom Field Update" trigger where a field is updated to indicate the appointment's completion.
  • Configuration: Create a custom field that is marked when the appointment is considered completed.
  • Action: When this field is updated, use the DND Contact action to disable DND.

Manual Trigger via Internal Notification​

  • Trigger: Set up a process where team members manually update a contact's record or status after verifying appointment completion.
  • Configuration: Use an internal notification or task completion as a trigger.
  • Action: Use the DND Contact action to disable DND for the contact.

Example Scenario​

Imagine a customer who has opted out of receiving promotional SMS but wants to stay updated via email. Here's how you can set it up:

  1. Set up a workflow trigger when a contact opts out of SMS communication.
  2. Add the DND Contact action.
  3. Configure it to enable DND for SMS only while keeping other channels active.

This setup ensures the contact will not receive SMS notifications but can still receive updates via email or other preferred channels. This approach respects customer preferences and helps maintain a positive relationship by avoiding unwanted communications.