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Contact DND Workflow Trigger in Stack

Discover how to effectively use the Contact DND Workflow Trigger in Stack to manage your communication preferences. This guide covers its purpose, benefits, setup instructions, practical use cases, and answers to common questions.

Table of Contents​

What is Contact DND Workflow Trigger?​

The Contact DND (Do Not Disturb) trigger activates a workflow whenever a contact’s DND status changes. This feature helps manage communication preferences by excluding contacts who prefer not to be disturbed from specific actions and campaigns. It offers control over communication channels like email, SMS, and calls.

Key Benefits​

  • Respect Communication Preferences: Automatically exclude contacts who have opted out of certain communications, ensuring compliance with privacy regulations.
  • Improved Automation Efficiency: Streamline workflows by enabling or disabling communication based on DND status.
  • Customizable Channel Control: Manage DND settings per channel (email, SMS, calls) or apply them globally.
  • Enhanced Customer Satisfaction: Reduce unwanted contact, leading to a better customer experience.
  • Streamlined Compliance Management: Automate opt-outs for SMS and email to remain compliant with communication laws.

Configuring the Contact DND Workflow Trigger​

Learn how to select the trigger, configure specific filters, and define actions based on customer opt-out preferences.

Name Your Workflow Trigger​

Assign a descriptive name to your trigger for easy identification. For example, you might name it DND for WhatsApp.

Setting Up Filters​

Configure filters to activate the workflow based on specific DND preferences.

  • Select DND Flag:
    • Disabled DND for All Channels: Triggers when DND is turned off for all channels.
    • Disabled DND for Specific Channels: Triggers when DND is turned off for specific channels.
    • Enabled DND for All Channels: Triggers when DND is enabled for all channels.
    • Enabled DND for Specific Channels: Triggers when DND is enabled for specific channels.

Choose Specific Channels​

Refine the trigger to target specific communication channels where DND is enabled or disabled. Options include:

  • SMS
  • Email
  • Phone Calls
  • Google My Business (GMB) Messages
  • Facebook Messages

Save and Publish the Workflow​

Ensure you save your progress and toggle the workflow from Draft to Publish to activate it.

Use Cases​

Managing Opt-Outs for Marketing Campaigns​

Scenario: A business runs campaigns through email and SMS. Some contacts opt out of SMS but want to receive emails.

Trigger Setup:

  • Trigger: Contact DND
  • Name: SMS Opt-Out
  • Filters: DND Flag Is: Enabled for specific channels, DND Channel Is: SMS

Workflow Actions:

  1. Add a tag "SMS Opt-Out" to the contact.
  2. Remove the contact from SMS campaigns.
  3. Notify the marketing team via an internal notification.

Outcome: The contact is excluded from SMS communications while remaining part of email campaigns, respecting their preferences.

Re-enabling Communication for Opted-In Contacts​

Scenario: A contact opts back into all communications.

Trigger Setup:

  • Trigger: Contact DND
  • Trigger Name: Re-enable Communication
  • Filters: DND Flag Is: Disabled DND for All Channels

Workflow Actions:

  1. Remove the tag "Do Not Contact" from the contact.
  2. Notify the sales team via an internal notification.
  3. Resume the contact in relevant workflows.

Outcome: The contact is re-integrated into marketing and sales workflows, ensuring they start receiving communications immediately.

Frequently Asked Questions​

Q: How does the Contact DND trigger handle specific channels versus all channels?

The trigger allows setting DND for specific channels or applying it globally. This flexibility respects preferences without completely stopping communication.

Q: Can I use tags to manage DND preferences?

Yes, you can add tags like "DND SMS" or "DND Email" to contacts. These tags help exclude contacts from specific actions or campaigns.

Q: What happens if a contact is already in a workflow when their DND status changes?

Stack automatically skips communication steps that conflict with the contact’s DND settings.

Q: How do I ensure compliance for SMS and email communications?

Enable automated compliance settings under your Business Profile to ensure opt-out messages and sender information are added to SMS and emails.