Contacts may need a break from automated messages during vacations or periods of injury recovery. While you can remove them from a campaign, they’ll re-enter once they meet the entry criteria again.
Do Not Disturb allows you to pause an automation for a specific contact. While active:
All actions (emails, texts, etc.) are skipped
If the contact meets the exit goal, they’re removed from the automation
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.
