Understanding Do Not Disturb (DND) Status
Do Not Disturb (DND) status prevents JourneyCARE from sending a contact communications through any channel that is unavailable or has been opted out of. When an email address bounces or a contact unsubscribes, JourneyCARE automatically marks that channel as DND; you can view and manage a contact's DND status from their Contact Record.
What DND means
The DND section of the Contact Record shows whether a contact can receive communications through each available channel: email, SMS (text messages), phone calls, and voicemail.
When a channel is marked DND, JourneyCARE does not send communications through that channel until it is re-enabled, except for three email types that are exempt from email DND.
Email types exempt from DND
Payments (Invoices), calendar notifications, and system notifications are delivered even when a contact's email channel is marked DND. These transactional and time-sensitive messages are not skipped for DND contacts, while marketing and promotional email continues to respect the setting. The exemption is not a blanket bypass of DND.
Email and SMS DND are managed independently
Each communication channel has its own DND status. A contact can receive emails but have opted out of text messages, an email address can bounce while SMS still works, and a contact can have DND enabled for more than one channel at a time.
Always check which specific channel is affected before troubleshooting.
Fix a bounced email address
An undeliverable email address is the most common reason an email channel is marked DND. Common causes include a misspelled address, a changed employer, or a closed email account.
Open the Contact Record.
Correct the email address in the contact information.
Open the DND section.
Clear the DND checkbox for Email.
Always correct the underlying issue before removing DND. Otherwise, the next email will simply fail again.
Once the email address is corrected and DND is cleared, JourneyCARE can resume sending emails to the contact.
Re-enable a communication channel
When a channel was disabled because of a delivery issue and that issue has been resolved, remove the DND setting to manually re-enable the channel.
If the contact intentionally unsubscribed or requested not to receive communications, respect their communication preferences and leave DND enabled.
Tips for keeping email deliverable
Check the contact's communication history in the Contact Record to see why an email failed.
Review bounced email messages for additional details about the delivery failure.
Consider creating a Smart List of active members with Email DND enabled so you can periodically review and correct invalid email addresses.
Keeping email addresses accurate helps improve your organization's overall email deliverability.