Skip to content
Patient Copilot Help Center

Workflow Trigger - Contact DND

This article provides an in-depth guide on the “Contact DND” Workflow Trigger in Patient Copilot, explaining its purpose, key benefits, and how to set it up effectively. You’ll also find step-by-step configuration instructions, practical use cases, and answers to common questions about this feature. * * * ## What Causes this Trigger to Fire This trigger runs when a contact’s DND status changes, no matter what caused the change. In Conversations and activity logs, Patient Copilot shows the source of the DND change as one of the following: - DND Enabled/Disabled by Workflows for particular or all channels.

  • DND Enabled/Disabled by User for particular or all channels
  • DND Enabled/Disabled by Contact for particular or all channels. This applies across all channels. * * * ## Use Cases ### Managing Opt-Outs for Marketing Campaigns Scenario: A business runs multiple marketing campaigns through email and SMS. Some contacts opt out of SMS communication but remain interested in receiving emails. The business wants to ensure that such preferences are respected in all future campaigns. #### Trigger Setup: - Trigger: Contact DND
  • Name: SMS Opt-Out - DND Direction Is: Outbound
  • DND Flag Is: Enabled for specific channels
  • DND Channel Is: SMS #### Workflow Actions: - Add a tag “SMS Opt-Out” to the contact for reference. Use “Add Contact Tag” workflow action.
  • Remove the contact from any ongoing SMS campaigns using the “Remove from Workflow” action.
  • Notify the marketing team via an internal notification about the opt-out. Choose “Internal Notification” workflow action. Outcome: This automation ensures that the contact is excluded from SMS communications while remaining part of email campaigns, respecting their preferences and enhancing customer satisfaction. * * * ### Re-enabling Communication for Opted-In Contacts Scenario: A contact who had previously opted out of all communications decides to opt back in. The business wants to automatically resume communication by removing any opt-out tags and notifying relevant teams. Trigger Setup: - Trigger: Contact DND
  • Trigger Name: Re-enable Communication Filters: - DND Direction Is: Outbound
  • DND Flag Is: Disabled DND for All Channels Workflow Actions: - Remove the tag “Do Not Contact” from the contact. Choose “Remove Contact Tag” workflow action.
  • Notify the sales team via an internal notification. Choose “Internal Notification” workflow action.
  • Resume the contact in relevant workflows by using the action named “Add to Workflow”. Outcome: The contact is re-integrated into marketing and sales workflows, ensuring they start receiving relevant communication immediately after opting back in. * * * ## Frequently Asked Questions Q. How does the Contact DND trigger handle specific channels versus all channels? The trigger allows you to set DND for specific channels (such as SMS, email, or calls) or apply it globally across all channels. This flexibility helps businesses respect preferences without completely stopping communication when only one channel is opted out. Q. What is the difference between Inbound and Outbound DND? Outbound DND controls whether you can send communications to a contact (emails, SMS, calls). Inbound DND controls whether incoming calls and SMS from a contact are allowed. Inbound DND is useful for blocking spam callers or unwanted inbound traffic from creating noise in your system. Q. How does the Contact DND trigger handle specific channels versus all channels? The trigger allows you to set DND for specific channels (such as SMS, email, or calls) or apply it globally across all channels. This flexibility helps businesses respect preferences without completely stopping communication when only one channel is opted out. Q. Can I use tags to manage DND preferences? Yes, you can add tags like “DND SMS” or “DND Email” to contacts. These tags can be referenced in other workflows to exclude contacts from specific actions or campaigns. Q. What happens if a contact is already in a workflow when their DND status changes? Patient Copilot automatically skips any communication steps in a workflow that conflict with the contact’s DND settings. For example, if a contact has DND enabled for email, the system will skip email steps but still process other actions like SMS or task creation. Q. Should I remove contacts from all workflows when they enable DND? Not necessarily. Patient Copilot ensures compliance by skipping communication steps based on DND settings. However, if a contact opts out of all communication, you may choose to remove them from all workflows using the Remove from All Workflows action. Q. How do I ensure compliance for SMS and email communications? Enable the automated compliance settings under Business Profile in Patient Copilot. This ensures that opt-out messages and sender information are automatically added to SMS and emails, keeping your communications compliant.