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How to turn Do Not Disturb (DND) on or off for a contact, per channel

Open the contact in Contacts and, in the left panel, open the DND tab. Enable it for all channels or only some (email, SMS, calls, WhatsApp, Messenger, Google profile) and save. Elooo System stops sending messages through those channels.

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Before you start

  • You need access to Contacts and permission to edit contacts.
  • Know which channel (or channels) the contact doesn't want to hear from: email, SMS, calls and voicemails, WhatsApp, Messenger or Google profile messages.
  • DND applies to outgoing messages (campaigns, workflows, manual messages). There is also a separate option to block inbound calls and SMS from that contact.
Where to find it

Contacts › (open the contact) › left panel › DND

Step by step

Turn DND on

  1. In the left menu, click Contacts and open the contact.
  2. In the left panel, open the DND tab (usually at the bottom of the column).
  3. Pick one option:
    • DND all channels: the contact receives nothing.
    • Specific channels: check only the ones the contact asked for (for example SMS and calls, but not email).
  4. If you also want inbound calls and SMS from this number blocked, check the inbound option too. It applies to all inbound channels at once (calls and SMS).
  5. Save your changes (with auto-save on, they are saved when you leave the field).

Turn DND off

  1. Open the contact and the DND tab.
  2. Uncheck the channel (or the all-channels option) and save.
  3. Cases where unchecking isn't enough:
    • Email DND set automatically after an unsubscribe, a spam complaint or a permanent bounce: make sure the address is valid and not on a suppression list before unchecking.
    • SMS DND set because the contact replied with an opt-out keyword (STOP, UNSUBSCRIBE…): the contact must text an opt-in keyword (for example START) before the number can receive SMS again.

See who turned it on or off

  1. Open the contact's conversation in Conversations or the Activity tab on the contact page.
  2. Look for the entry "DND enabled by…" or "DND disabled by…". The value tells you whether it was a workflow, a team user or the contact themselves, and on which channel.

Tips

  • To automate it, use in Automation › Workflows the Contact DND trigger (fires when the status changes, filterable by channel) and the DND Contact action (enables or disables, per channel and direction).
  • Connect an unsubscribe trigger link to a workflow that sets DND only on the right channel.
  • For campaigns, build a smart list that excludes contacts with DND enabled on the channel you will use.

Common problems

  • The contact got email DND without anyone touching it → The system enables it by itself when the contact unsubscribes, marks an email as spam or the email bounces permanently. Confirm the address before disabling it.
  • I unchecked SMS and the contact still doesn't receive texts → The block came from a STOP reply by the contact. Ask them to reply START (or your configured opt-in keyword) to re-enable it.
  • The contact still gets invoices or appointment reminders despite email DND → Expected: payment emails, calendar notifications and system notifications bypass DND. Only marketing emails are blocked.
  • I want to block inbound calls only → The inbound option covers calls and SMS together; it can't be split by channel in the inbound direction.

Frequently asked questions

How do I know whether a contact has DND?

On the contact page, the DND tab shows enabled channels grayed out. You can also filter smart lists by each channel's DND field.

Does DND block everything?

It blocks outgoing messages on the checked channels, except a few operational emails (invoices, calendar, notifications).

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