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Do Not Disturb (DND)

Overview​

The Do Not Disturb (DND) feature within the Engage module is a powerful tool that allows users to control communication delivery times across multiple channels, including SMS, Notifications, WhatsApp, and Email. When the DND feature is enabled for any channel, it will prevent communications from being sent during the specified hours, ensuring that recipients are not disturbed outside of desired timeframes.

Accessing the DND Feature​

  1. Click on Engage Settings: In the Settings menu, find and click on Engage Settings to access communication control options.

    Engage Settings

  2. Enable DND: Within the Engage Settings, look for the "Enable DND" option. Click on it to open the DND configuration pop-up.

    Enable DND

    Enable DND 2

Configuring DND Settings​

  1. Upon clicking "Enable DND," a pop-up window appears where you can define the specific hours during which communications should be halted. Here's how you can configure it:
  2. Set DND Start Time: Select the hour and minute from the dropdown menus to define when the DND period begins.
  3. Set DND End Time: Similarly, choose the hour and minute for when the DND period should end.
  4. Activate DND: Once the desired time range is set, click on "Enable DND" to activate the feature.

Example:

In the screenshot provided, the DND settings have been configured to start at 03:00 AM and end at 06:00 AM. This means that during this time frame, any scheduled communications via SMS, Notifications, WhatsApp, or Email will be withheld and only sent after the DND period concludes.

Key Points to Note​

  1. Global Communication Limits: The DND settings apply globally to all communications across the selected channels.
  2. Time Sensitivity: Ensure that the selected DND period aligns with your audience's preferences and your communication strategy.
  3. Flexibility: The DND feature provides flexibility by allowing you to define custom time ranges, ensuring that your communications are delivered at the most appropriate times.

Best Practices​

  1. Consider Your Audience: When setting DND periods, consider the time zones and habits of your audience to avoid sending messages at inconvenient times.
  2. Test and Monitor: After enabling DND, monitor your communication logs to ensure that messages are being sent as expected outside of the DND period.

DND Resume​

When DND is enabled, the system provides three different options to handle communications that fall during the DND period. These options give you full control over whether to respect the DND hours, override them, or delay the communication until after the DND period.

DND Resume Options

  1. Send Anyways: This option allows you to override the DND settings and send the communication immediately, even during the DND hours. This is ideal for urgent communications that cannot wait for the DND period to end.
  2. Skip/Discard (Default): This is the default option. If this is selected, the communication will not be sent at all during the DND window. It ensures that communications are skipped during DND hours, preventing any disturbances to the audience.
  3. Send in the Next Available Window: If this option is selected, the communication will be sent once the DND period is over. For example, if the DND period ends at 7:00 AM and a communication was scheduled for 6:30 AM, it will automatically be sent at 7:00 AM. This option ensures that communications are delivered promptly while still respecting the audience's DND settings.

Benefits of DND Flexibility​

The flexibility provided by the DND settings ensures that users can tailor their communication strategy based on the nature and urgency of the message. Here’s how this helps users:

  • Improved Control: Full control over how communications are handled during DND periods, with options to respect DND or override it.
  • Better Communication Strategy: Tailor the communication schedule to fit the audience’s needs and avoid disturbing them during inappropriate times.
  • Enhanced Audience Experience: Avoid sending messages during times when the audience is less likely to engage, ensuring that communications are received at the most appropriate times.

Conclusion​

The DND feature in the Campaigns and Flexicast sections under the Engage module gives businesses greater control over communication timing. With options to resume after DND, “skip”, “send anyways”, or “send in the next available window”, this feature offers added flexibility in managing Do Not Disturb (DND) settings. It ensures messages are delivered at the most appropriate times, enhancing user experience and maximizing engagement without causing disruptions.