This article is one step from our Master Help Guide: All About the CRM. We recommend starting with the visual walkthrough video and examples inside the Master Help Guide before diving into the technical breakdown below.
Each Master Help Guide acts as your project plan – teaching you the feature, laying out the steps in the right order, and linking to every resource you’ll need along the way.
DND stands for 'do not disturb'. The DND feature is something you can turn on or off for a contact yourself, or it will be enabled automatically if they select to ‘unsubscribe’ from your emails. When DND is turned on, you will not be able to send the contact any communications via the specific channel (email, SMS, etc.).
DND for email is designed to protect your contacts from receiving marketing and promotional emails against their will, by allowing them to opt out. However, it’s important that transactional or time-sensitive emails are still received. Currently, DND preferences will apply to all emails except for essential emails including:
Payments (invoices)
Calendar Notifications
System Notifications
This guide is perfect if you want to:
Learn what the DND setting is
Learn how to enable or disable DND for contacts
Understanding D&D helps ensure you’re respecting contact preferences while also troubleshooting cases where contacts aren’t receiving important emails or messages.
From the Ivorey™ main menu, go to [Contacts]
Click into the contact’s profile by clicking on their name
Click on the [DND] tab to see all DND settings
Here you can see if DND is turned on by checking to see if any of the boxes are ticked
You can turn DND on or off for any of the channels by ticking the relevant boxes
If someone selects to unsubscribe from one of your emails, DND will be automatically turned on for this contact, and they will be excluded from any future emails you send. The exceptions are for emails related to payments (invoices), calendar notifications, and system notifications/alerts.
You can turn DND off for a contact by unticking the communication channel, however we only recommend doing this if you have the contact’s permission to do so.
You can create a separate list of contacts with DND enabled by using a Smart List. Smart Lists allow you to filter and group contacts based on specific conditions which automatically update as contacts meet (or no longer meet) those conditions. Please refer to our Contact Filters, Tags and Smart Lists Guide for step-by-step instructions.
To automatically disable DND for your contacts when they opt into an offer, purchase a product, or sign up to a form, you can set up a Workflow to match the action.
For example - if you create a form on your website they can sign-up to (e.g newsletter form), you can create a workflow where:
The trigger is [Form Submitted] > use the [Filters] to select your form
The action is [Disable/Enable DND] > use the dropdown menu to select [Disable dnd for specific channels] and then use the 'Channels' dropdown menu to select the channels you want to turn dnd off for if they submit the form (e.g emails)
Example workflow shown below:
This will then remove them from your DND Smartlist, and disable the DND for the channel they had initially opted out from.
You can do the same for any offer/product you sell too, you just need to update the trigger to match
Hit the support chat widget inside Ivorey - we can:
Walk you through any of the steps
Troubleshoot anything that’s not working
We’re here and ready to help via the chat widget in the bottom right of your Ivorey™ account. Or if you are looking for done-for-you support, you can browse our current services here 🤍
