Do Not Disturb (DND)
Email & SMS deliveryAlso called: DND, channel mute, communication preferences
Do Not Disturb is a per-contact, per-channel mute that suppresses outbound email, SMS or calls to that contact without deleting them or removing them from your CRM.
DND separates two things that are usually conflated: a contact's willingness to hear from you, and their presence in your database. Someone who does not want texts may still want the invoice emails, and deleting them to stop the texts loses the relationship entirely.
Per-channel granularity is what makes it usable. Blanket suppression is the blunt instrument people reach for because their tool offers nothing else, and it costs revenue every time.
The essential property is that it is checkable. Suppression that silently drops messages is hard to trust; a state you can branch on lets a flow route around a muted channel rather than firing into the void.
How it works in FrazzleCRM
- ✓A Do Not Disturb step mutes or unmutes a channel — email, SMS, calls, or all of them — for the contact.
- ✓DND state per channel is readable in branch rules, so a flow can check before it sends and take the other route.
- ✓It composes with stop tags: DND silences a channel, a stop tag ends the run entirely.
- ✓Because muting is a step, an automation can offer a pause-my-texts option via a trigger link and honour it without a human in the loop.
Where teams get this wrong
Muting a channel without branching around it means the contact continues advancing through steps that send nothing. The sequence completes, the reporting looks normal, and they received none of it.
Common questions
Is DND the same as unsubscribing?
No. Unsubscribing is a legal opt-out of marketing and should be honoured everywhere. DND is an operational mute you control, and can be per-channel and temporary.
Can a contact set their own DND?
Indirectly — a trigger link click can run a flow that sets it, which is how a pause my texts link works.
See it on a real map
Free templates where this shows up as an actual node. Clone one and the diagram runs as the automation.
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Related terms
Stop tag
A stop tag is a tag that cancels a contact's active runs in an automation as soon as it is applied — the emergency brake that stops a sequence for someone who has unsubscribed, complained, bought, or otherwise stopped being the right audience.
Send window
A send window restricts the days and hours during which an automation may send, holding messages that come due outside it until the next open slot — so a sequence started at midnight does not text anybody at midnight.
Trigger link
A trigger link is a tracked URL that records who clicked it and can start or advance an automation before forwarding the visitor to the real destination — turning a click into an event without needing a form.
A2P 10DLC
A2P 10DLC is the US carrier framework for application-to-person messaging sent from ordinary ten-digit long code numbers. Senders register their business and campaign with the carriers, and unregistered traffic is throttled or filtered rather than delivered.
Or browse all 24 terms — grouped by what part of the funnel they belong to.
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