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The Do Not Contact (DNC) and Do Not Disturb (DND) features give you granular control over which communication channels are active for each contact. Use them to honour opt-out requests, comply with regulations such as GDPR and TCPA, and prevent unwanted messages from reaching contacts who have asked not to be contacted.

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Do Not Disturb vs Do Not Contact

The HoopAI Platform uses two related but distinct concepts: In practice, DND is the primary tool you will use. You can enable DND for individual channels (SMS, email, calls, etc.) or for all channels at once.

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DND channels

DND can be set independently for each communication channel that is connected to your account:
  • SMS — prevents automated and manual SMS messages
  • Calls — prevents outbound calls from the dialer
  • Email — prevents all outbound emails, including automated workflows
  • Facebook Messenger — prevents outbound Facebook messages
  • Google My Business (GMB) — prevents outbound GMB messages
  • WhatsApp — prevents outbound WhatsApp messages
  • Instagram — prevents outbound Instagram DMs
Channels that are not yet integrated with your account will not appear in the DND options.

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Setting DND on a contact

1

Open the contact record

Navigate to Contacts > Smart Lists and click the contact’s name.
2

Locate the DND section

In the left panel of the contact record, scroll to the Do Not Disturb section. It appears below the contact’s communication details.
3

Enable DND for a specific channel

Click the toggle next to the channel you want to disable. The toggle turns red/active when DND is on for that channel.
  • To block all channels at once, click Enable All or the master DND toggle if present
  • To block only one channel, toggle only that channel’s switch
4

Add an optional note

Some DND toggles allow a note explaining the reason for the restriction (e.g., “Requested via phone call on March 1”). This is useful for audit and compliance purposes.
DND channel toggles on a contact record

Do Not Disturb toggles on a contact record showing per-channel controls

Once DND is enabled on a channel, workflow actions and manual sends targeting that channel will be silently blocked for this contact. The contact will not receive any message on the blocked channel, and the workflow will continue to the next step.

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Removing DND

To re-enable communication on a channel, toggle the DND switch off for that channel. This immediately restores the ability to send messages through that channel.
Only remove DND for a contact if you have a confirmed legal basis for doing so — for example, the contact has re-opted in through a confirmed opt-in process. Removing DND without proper consent may violate TCPA, GDPR, or other applicable regulations.

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Automatic DND from opt-outs

When a contact opts out through a regulated mechanism, the system automatically sets DND: These automatic opt-outs are processed immediately and cannot be bypassed by workflows.
To allow contacts to manage their own preferences, use an opt-in/opt-out workflow with a preference centre page. This gives contacts the ability to select which channels they want to hear from you on, reducing full opt-outs.

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Bulk-enabling DND

Bulk selecting contacts for DND changes

Selecting contacts for bulk DND actions in a smart list

To apply DND to many contacts at once:
1

Build a smart list

Use Advanced Filters in Smart Lists to identify the contacts who need DND applied — for example, a list imported from an external suppression file, or contacts tagged “unsubscribed.”
2

Select the contacts

Check the contacts you want to update, then click Select all [N] contacts to include the full filtered set.
3

Use bulk actions

In the bulk actions toolbar, open the More menu and select Enable DND. Choose the channels to restrict and confirm the action.

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DND in workflows

Workflows respect DND settings automatically — if a contact has DND enabled on a channel, any workflow action that would send through that channel is skipped for that contact. You do not need to add conditional logic to check DND status in every workflow. You can also manage DND programmatically within a workflow using the Enable/Disable DND action:
  • Enable DND — block a specific channel for the contact when a trigger fires (e.g., block SMS when a contact purchases and requests no further promotions)
  • Disable DND — remove a DND restriction when a contact completes a re-opt-in flow

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GDPR and data subject requests

For contacts who submit a right-to-erasure (RTBF) or right-to-be-forgotten request under GDPR:
  1. Enable DND on all channels immediately to stop communications
  2. Delete the contact record from the HoopAI Platform (this removes their data from the active database)
  3. Keep records of the deletion request separately in your compliance documentation
For data access requests, use the contact’s activity timeline and custom fields to compile their stored information.
The HoopAI Platform provides the tools to implement your data compliance processes, but it is your responsibility to define those processes and ensure they meet your legal obligations. Consult your legal or compliance team for guidance specific to your jurisdiction.

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Identifying DNC contacts in smart lists

Smart list filter for DND contacts

Filtering contacts by DND status in a smart list

Use smart list filters to build a view of all DNC contacts:
  1. Open Contacts > Smart Lists and click Advanced Filters
  2. Select DND as the filter category
  3. Choose the channel (e.g., SMS DND is enabled)
  4. Click Apply
Save this as a smart list so you always have a current view of your suppression list.

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Frequently asked questions

Yes. DND blocks both automated workflow messages and manual sends from the Conversations tab or contact record. A warning may appear when you attempt to manually send to a DND contact.
The contact can still be enrolled in a workflow. Any workflow action that targets the DND channel is skipped for that contact, and the workflow moves on to the next action. No error is generated.
Yes. Filter your contacts using the DND filter in Smart Lists, select all matching contacts, and use the Export function to download the list as a CSV.
Yes. If a contact who previously opted out replies with “START” or “UNSTOP” to an SMS, the system automatically removes the SMS DND restriction, allowing messages to resume.
Last modified on March 6, 2026