Contacts may need a break from automated messages during vacation or injury recovery. While you can remove them from a campaign, they’ll re-enter once they meet the entry criteria again.
Do Not Disturb lets you pause an automation for a contact. While active:
All actions (emails, texts, etc.) are skipped
If the contact meets the exit goal, they’re removed from the automation
Do not disturb is currently in beta and will be available to everyone soon.
Activate Do Not Disturb
From a contact's profile, click Automation > three-dot icon next to the automation > Turn on Do Not Disturb.
Enter the following and click Mute:
End Date: At this time, the automation will resume for the contact
If left blank, do not disturb will run indefinitely until turned off.
Notes: Optional
Unmute
If an end date was selected, the contact will be unmuted at that time. If no date was selected, go to their contact > click the three-dot icon next to the automation > Unmute Do Not Disturb.
Click to confirm the customer should be unmuted
Once completed, the automation will resume on the contact.
Automation Insights
On Automation Overview > Insights, there is a tile that displays the number of contacts on Do Not Disturb. Clicking on the tile will bring up the following information:
Name: Click to access contact profile
Do Not Distrurb Start
Do Not Disturb end
SMS Subscription
Email Subscription
See Activity: Displays campaign activity
Bulk Edit
From the Automation Insights, the table can be used to bulk update contacts by going to Currently Enrolled > marking the contact > selecting Do Not Disturb or Unmute.
If a contact is already muted, they will be labeled with DND.
