DNC Management

Do Not Contact (DNC) preferences control which communication channels are blocked for a specific contact. DNC is managed at the per-contact level with channel-specific granularity.

Channels

Three communication channels can be individually blocked:

A contact can have any combination of channels blocked — for example, blocking phone and SMS while still allowing email.

Setting DNC Preferences

DNC preferences are managed from the contact detail page in the Activity tab:

1. Navigate to the contact detail page
2. Open the Activity tab
3. Find the DNC Preferences section
4. Toggle the channels you want to block
5. Optionally add a reason for the DNC designation

Changes take effect immediately. The system records who made the change and when.

How DNC Works

When a contact has DNC preferences set:

• The auto-dialer skips contacts with phone DNC when making call attempts
• SMS agents skip contacts with SMS DNC
• The DNC status is visible on the contacts list and detail page

Setting DNC does not automatically change the contact's status to dnc. The status and DNC preferences are independent — you can have a delivered contact with phone DNC enabled (meaning they were successfully delivered but should not receive follow-up calls).

DNC Data Model

Each contact has at most one DNC record containing:

• Channels — Array of blocked channels (phone, sms, email)
• Reason — Optional text explaining why the contact was marked DNC
• Updated By — The user who last modified the DNC preferences
• Timestamps — When the DNC record was created and last updated

Interaction-Level DNC

When a voice call or SMS interaction results in a DNC request from the contact, the interaction is marked with a dnc outcome status. This is separate from the contact-level DNC preferences — the interaction records the event, while the contact-level DNC controls future behavior.