> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Do Not Disturb (DND) settings in HoopAI

> Block outgoing SMS, email, or calls per contact, automate DND compliance, and manage opt-out workflows in HoopAI conversations.

Do Not Disturb (DND) lets you prevent outgoing messages on specific channels for a contact — or block all communication entirely. It is essential for respecting contact preferences and maintaining compliance with SMS and email regulations.

<Frame caption="DND compliance settings">
  <img src="https://mintcdn.com/hoopai-84ec0cdc/evc3PeLCJMLz3iUG/images/conversations-dnd-settings.png?fit=max&auto=format&n=evc3PeLCJMLz3iUG&q=85&s=0eb779102cc0e042bb94ac27111727d7" alt="DND settings" width="1138" height="434" data-path="images/conversations-dnd-settings.png" />
</Frame>

## DND types

<AccordionGroup>
  <Accordion title="All Channels DND">
    Prevents any communication from being sent to the contact through any integrated channel.
  </Accordion>

  <Accordion title="Channel-specific DND">
    Restrict one or more specific channels while keeping others open. Configurable for: Calls, Email, Facebook, GMB, SMS, and WhatsApp.
  </Accordion>
</AccordionGroup>

For example, if a contact prefers email over text, you can enable SMS DND while leaving email open.

***

## DND statuses

| Status  | Meaning                                                           |
| ------- | ----------------------------------------------------------------- |
| DND On  | No automatic or manual outgoing messages are sent on that channel |
| DND Off | Messages function normally — automated and manual                 |

<Frame caption="DND status indicators in Conversations">
  <img src="https://mintcdn.com/hoopai-84ec0cdc/evc3PeLCJMLz3iUG/images/conversations-dnd-status.png?fit=max&auto=format&n=evc3PeLCJMLz3iUG&q=85&s=b4ab7d358049ac3f291a525c21b87327" alt="DND status" width="1634" height="743" data-path="images/conversations-dnd-status.png" />
</Frame>

If a channel integration is disconnected and later reconnected, each contact retains its previous DND status.

***

## Automated compliance

Hoop includes built-in compliance features to automatically manage DND based on contact responses.

### SMS compliance

<Steps>
  <Step title="Opt-out messages">
    An automatic opt-out message is appended to SMS communications, allowing recipients to reply STOP to unsubscribe. This automatically updates the contact's SMS DND settings.
  </Step>

  <Step title="Sender information">
    SMS messages can be configured to include sender details for transparency.
  </Step>

  <Step title="Customize">
    Go to **Settings → Phone System → Messaging → Messaging Compliance** to customize opt-out message wording.
  </Step>
</Steps>

### Email compliance

An unsubscribe link is automatically included in outgoing emails. When clicked, it sets the contact's email DND. Customize the unsubscribe settings at **Settings → Business Profile → General section**.

<Frame caption="Email DND compliance settings">
  <img src="https://mintcdn.com/hoopai-84ec0cdc/evc3PeLCJMLz3iUG/images/conversations-dnd-email.png?fit=max&auto=format&n=evc3PeLCJMLz3iUG&q=85&s=90d2ec67de1d309579fc5002b0ac292f" alt="Email DND" width="544" height="281" data-path="images/conversations-dnd-email.png" />
</Frame>

***

## SMS DND types

Two types of SMS DND can be applied to a contact:

| Type      | How it's set                                                               | How it's removed                                   |
| --------- | -------------------------------------------------------------------------- | -------------------------------------------------- |
| Temporary | Contact's number returns error codes 30003, 30005, or 30006                | Can be updated from the contact record             |
| Permanent | Contact replies STOP, UNSUBSCRIBE, or CANCEL — or returns error code 30004 | Contact must text START to the number to re-opt in |

***

## DND for inbound calls and SMS

Enable **DND Inbound** to prevent a specific contact from being able to call or text your CRM number. This blocks all incoming communication from that contact.

<Frame caption="Inbound DND blocking">
  <img src="https://mintcdn.com/hoopai-84ec0cdc/evc3PeLCJMLz3iUG/images/conversations-dnd-inbound.png?fit=max&auto=format&n=evc3PeLCJMLz3iUG&q=85&s=2ecb04749fd8e32cfccbd557a5b47bc6" alt="Inbound DND" width="258" height="278" data-path="images/conversations-dnd-inbound.png" />
</Frame>

***

## Email DND auto-enable triggers

The system will automatically enable email DND for a contact if any of the following occur:

* **ISP permanent failures** — bounce, generic, suppress-complaint, suppress-unsubscribe, or suppress-bounce events.
* **Spam complaint** — the recipient marks your email as spam (Mailgun complaint event).
* **Unsubscribe** — the recipient clicks the unsubscribe link.

<Note>
  You can disable DND from the contact record for the reasons above, except when the contact has been marked as SPAM. For bounce or suppression events, remove the contact's email from your ISP's suppression list and validate the email before re-enabling.
</Note>

***

## Workflow integration

You can trigger DND changes automatically in workflows. For example: when a contact unsubscribes from email, a workflow action automatically enables their email DND — ensuring every touchpoint respects their preferences without manual intervention.

***

## FAQs

<AccordionGroup>
  <Accordion title="What happens if a contact is in a workflow and then opts for DND?">
    Hoop intelligently skips the communication steps that the contact has opted out of, ensuring compliance without removing them from the workflow entirely.
  </Accordion>

  <Accordion title="Can I remove a contact from all workflows if they opt for DND on all channels?">
    Yes. Use the workflow options to remove a contact from all active workflows if they no longer wish to be contacted in any form.
  </Accordion>
</AccordionGroup>