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Workflow Action - DND Contact

Learn to automate Enable/Disable Do Not Disturb settings in GHL Customer Care workflows. Block inbound spam or respect opt-outs by enabling DND by channel & direction.

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  1. What is DND Contact Workflow Action?
  2. Action Name
  3. DND Contact
  4. Action Description
  5. How to Setup DND Contact Workflow Action
  6. Some Triggers which can be used with the action (But not limited to)
  7. Logging and attribution
  8. Example
  9. Related Articles

This article shows how to setup DND Contact Action in GHL Customer Care workflows.

TABLE OF CONTENTS

What is DND Contact Workflow Action?

The "DND Contact" action allows you to manage the Do-Not-Disturb (DND) settings for a contact. This action can enable or disable DND across all communication channels or specific ones, and for either Inbound or Outbound direction. 

It’s useful for ensuring that contacts are not disturbed by automated messages when they have requested not to be contacted, or for blocking unwanted inbound communication from specific contacts.

Action Name

DND Contact

Action Description

Field NameDescriptionMandatory
Mark as Read or UnreadChoose to mark the conversation as either read or unread. Options include: None. Mark as Read. Mark as UnreadNo

The "DND Contact" action provides options to:

  1. Set DND direction to Inbound or Outbound.
  2. Enable DND for all channels.
  3. Enable DND for specific channels.
  4. Disable DND for all channels.
  5. Disable DND for specific channels.

By using this action, you can control the flow of communication based on the preferences or requirements of your contacts.

Action Description (image 1 of 6) What this shows By using this action, you can control the flow of communication based on the preferences or requirements of your contacts. What this shows Illustrates the "Action Description" section of "Workflow Action - DND Contact". This screenshot appears in the "Action Description" section of "Workflow Action - DND Contact". The text alongside this image reads: By using this action, you can control the flow of communication based on the preferences or requirements of your contacts. Immediately after, the guide continues: Follow these steps to add the action to a workflow and configure it for consistent, predictable outcomes. Image 1 of 6 What this coversBy using this action, you can control the flow of communication based on the preferences or requirements of your contacts.
Buttons and menus referenced Field NameDescriptionMandatory
Next stepFollow these steps to add the action to a workflow and configure it for consistent, predictable outcomes.
All 5 steps in this procedure
  1. Set DND direction to Inbound or Outbound.
  2. Enable DND for all channels.
  3. Enable DND for specific channels.
  4. Disable DND for all channels.
  5. Disable DND for specific channels.

How to Setup DND Contact Workflow Action

Follow these steps to add the action to a workflow and configure it for consistent, predictable outcomes.

  1. Log in to your sub-account.

  2. Go to Automations > Workflows.

    Step 2 of 9: Go to Automations > Workflows What this shows Step 2 of 9: Go to Automations > Workflows. What this shows Shows where to go for step 2 of 9 in the "How to Setup DND Contact Workflow Action" section of "Workflow Action - DND Contact". This screenshot accompanies step 2 of 9 in the "How to Setup DND Contact Workflow Action" section of "Workflow Action - DND Contact". At this point in the walkthrough you go to Automations > Workflows. For context, this section explains: Follow these steps to add the action to a workflow and configure it for consistent, predictable outcomes. The navigation path used here is Automations > Workflows. The next step is to create a new workflow or open an existing one. Step 2 of 9Path: Automations > WorkflowsImage 2 of 6 Where to goGo to Automations > Workflows.
    Buttons and menus referenced Automations > Workflowsnewworkflowopenexisting+ Add New Triggertrigger+addActionEnable/DisableDND
    Next stepCreate a new workflow or open an existing one.
    All 9 steps in this procedure
    1. Log in to your sub-account.
    2. Go to Automations > Workflows. this image
    3. Create a new workflow or open an existing one.
    4. Click on the + Add New Trigger button to add a trigger (e.g., Customer Booked Appointment).
    5. Click + to add an Action and search for Enable/Disable DND.
    6. Name the Action.
    7. Select DND Direction - Inbound or Outbound.
    8. Select Enable or Disable for Selected or All Channels.
    9. Publish and Save the Workflow.
     

  3. Create a new workflow or open an existing one.

    Step 3 of 9: Create a new workflow or open an existing one What this shows Step 3 of 9: Create a new workflow or open an existing one. What this shows Shows what this covers for step 3 of 9 in the "How to Setup DND Contact Workflow Action" section of "Workflow Action - DND Contact". This screenshot accompanies step 3 of 9 in the "How to Setup DND Contact Workflow Action" section of "Workflow Action - DND Contact". At this point in the walkthrough you create a new workflow or open an existing one. The navigation path used here is Automations > Workflows. The next step is to click on the + Add New Trigger button to add a trigger (e.g., Customer Booked Appointment). Step 3 of 9Path: Automations > WorkflowsImage 3 of 6 What this coversCreate a new workflow or open an existing one.
    Buttons and menus referenced newworkflowopenexistingAutomations > Workflows+ Add New Triggertrigger+addActionEnable/DisableDND
    Next stepClick on the + Add New Trigger button to add a trigger (e.g., Customer Booked Appointment).
    All 9 steps in this procedure
    1. Log in to your sub-account.
    2. Go to Automations > Workflows.
    3. Create a new workflow or open an existing one. this image
    4. Click on the + Add New Trigger button to add a trigger (e.g., Customer Booked Appointment).
    5. Click + to add an Action and search for Enable/Disable DND.
    6. Name the Action.
    7. Select DND Direction - Inbound or Outbound.
    8. Select Enable or Disable for Selected or All Channels.
    9. Publish and Save the Workflow.

  4. Click on the + Add New Trigger button to add a trigger (e.g., Customer Booked Appointment).

    Step 4 of 9: Click on the + Add New Trigger button to add a trigger (e.g., Customer… What this shows Step 4 of 9: Click on the + Add New Trigger button to add a trigger (e.g., Customer Booked Appointment). What this shows Shows what to click for step 4 of 9 in the "How to Setup DND Contact Workflow Action" section of "Workflow Action - DND Contact". This animation accompanies step 4 of 9 in the "How to Setup DND Contact Workflow Action" section of "Workflow Action - DND Contact". At this point in the walkthrough you click on the + Add New Trigger button to add a trigger (e.g., Customer Booked Appointment). The navigation path used here is Automations > Workflows. The next step is to click + to add an Action and search for Enable/Disable DND. Step 4 of 9Path: Automations > WorkflowsImage 4 of 6 What to clickClick on the + Add New Trigger button to add a trigger (e.g., Customer Booked Appointment).
    Buttons and menus referenced + Add New TriggertriggerAutomations > Workflowsnewworkflowopenexisting+addActionEnable/DisableDND
    Next stepClick + to add an Action and search for Enable/Disable DND.
    All 9 steps in this procedure
    1. Log in to your sub-account.
    2. Go to Automations > Workflows.
    3. Create a new workflow or open an existing one.
    4. Click on the + Add New Trigger button to add a trigger (e.g., Customer Booked Appointment). this image
    5. Click + to add an Action and search for Enable/Disable DND.
    6. Name the Action.
    7. Select DND Direction - Inbound or Outbound.
    8. Select Enable or Disable for Selected or All Channels.
    9. Publish and Save the Workflow.

  5. Click + to add an Action and search for Enable/Disable DND.

  6. Name the Action.

  7. Select DND Direction - Inbound or Outbound.

  8. Select Enable or Disable for Selected or All Channels.

    Step 8 of 9: Select Enable or Disable for Selected or All Channels What this shows Step 8 of 9: Select Enable or Disable for Selected or All Channels. What this shows Shows what to choose for step 8 of 9 in the "How to Setup DND Contact Workflow Action" section of "Workflow Action - DND Contact". This animation accompanies step 8 of 9 in the "How to Setup DND Contact Workflow Action" section of "Workflow Action - DND Contact". At this point in the walkthrough you select Enable or Disable for Selected or All Channels. The navigation path used here is Automations > Workflows. The next step is to publish and Save the Workflow. Step 8 of 9Path: Automations > WorkflowsImage 5 of 6 What to chooseSelect Enable or Disable for Selected or All Channels.
    Buttons and menus referenced EnableDisableSelectedAllChannelsAutomations > Workflowsnewworkflowopenexisting+ Add New Triggertrigger
    Next stepPublish and Save the Workflow.
    All 9 steps in this procedure
    1. Log in to your sub-account.
    2. Go to Automations > Workflows.
    3. Create a new workflow or open an existing one.
    4. Click on the + Add New Trigger button to add a trigger (e.g., Customer Booked Appointment).
    5. Click + to add an Action and search for Enable/Disable DND.
    6. Name the Action.
    7. Select DND Direction - Inbound or Outbound.
    8. Select Enable or Disable for Selected or All Channels. this image
    9. Publish and Save the Workflow.

  9. Publish and Save the Workflow.

    Step 9 of 9: Publish and Save the Workflow What this shows Step 9 of 9: Publish and Save the Workflow. What this shows Shows how to confirm for step 9 of 9 in the "How to Setup DND Contact Workflow Action" section of "Workflow Action - DND Contact". This screenshot accompanies step 9 of 9 in the "How to Setup DND Contact Workflow Action" section of "Workflow Action - DND Contact". At this point in the walkthrough you publish and Save the Workflow. For context, this section explains: Follow these steps to add the action to a workflow and configure it for consistent, predictable outcomes. The navigation path used here is Automations > Workflows. Step 9 of 9Path: Automations > WorkflowsImage 6 of 6 How to confirmPublish and Save the Workflow.
    Buttons and menus referenced PublishSaveAutomations > Workflowsnewworkflowopenexisting+ Add New Triggertrigger+addAction
    All 9 steps in this procedure
    1. Log in to your sub-account.
    2. Go to Automations > Workflows.
    3. Create a new workflow or open an existing one.
    4. Click on the + Add New Trigger button to add a trigger (e.g., Customer Booked Appointment).
    5. Click + to add an Action and search for Enable/Disable DND.
    6. Name the Action.
    7. Select DND Direction - Inbound or Outbound.
    8. Select Enable or Disable for Selected or All Channels.
    9. Publish and Save the Workflow. this image

Some Triggers which can be used with the action (But not limited to)

  • Appointment Status Changed:

    • Trigger: Use the "Appointment Status Changed" trigger.
    • Configuration: Set a filter for the appointment status to be "Completed" or "Showed" (depending on the terminology used in your system).
    • 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 (manually or via another process).
    • 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.
  • Contact Created (Inbound Spam Blocking):
    • Trigger: Use the "Contact Created" trigger when a contact is created via inbound call or SMS.
    • Configuration: Add conditions to identify spam patterns (e.g., phone number format, lack of engagement, or known spam indicators).
    • Action: Use the "DND Contact" action with DND Direction set to Inbound to block future incoming calls and SMS from the contact.

Logging and attribution

When this workflow action enables or disables DND, GHL Customer Care records it in Conversations and activity logs as:

  • DND Enabled by Workflows
  • DND Disabled by Workflows

If DND is changed manually by a team member, logs show DND Enabled/Disabled by User. If the contact changes DND, logs show DND Enabled/Disabled by Contact. This applies across all channels.

Example

Scenario: A customer has opted out of receiving promotional SMS but wants to stay updated via email.

  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.
  4. 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.

Scenario: A marketing agency wants to block incoming spam calls from cluttering their pipeline with junk contacts.

  1. Set up a workflow trigger when a contact is identified as spam (via custom field, tag, or manual process).
  2. Add the "DND Contact" action.
  3. Configure it to enable DND for all channels with Direction set to Inbound.
  4. This setup blocks incoming calls and SMS from the contact, preventing them from creating noise in your system.

This approach helps agencies maintain clean pipelines by filtering out unwanted inbound traffic.

Frequently asked questions

What is DND Contact Workflow Action?
The " DND Contact " action allows you to manage the Do-Not-Disturb (DND) settings for a contact. This action can enable or disable DND across all communication channels or specific ones, and for either Inbound or Outbound direction. It’s useful for ensuring that contacts are not disturbed by automated messages when they have requested not to be contacted, or for blocking unwanted inbound communication from specific contacts.

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