DNC Management

Do Not Contact (DNC) preferences control which communication channels are blocked for a specific lead. DNC is managed at the per-lead level with channel-specific granularity.

Channels

Three communication channels can be individually blocked:

A lead can have any combination of channels blocked — for example, blocking phone and SMS while still allowing email.

Setting DNC Preferences

DNC preferences are managed from the lead detail page in the Activity tab:

1. Navigate to the lead detail page
2. Open the Activity tab
3. Find the DNC Preferences section
4. Toggle the channels you want to block
5. Optionally add a reason for the DNC designation

Changes take effect immediately. The system records who made the change and when.

How DNC Works

When a lead has DNC preferences set:

• The lead's isDnc flag is set to true
• The auto-dialer skips leads with phone DNC when making call attempts
• SMS agents skip leads with SMS DNC
• The DNC status is visible on the leads list and detail page

Setting DNC does not automatically change the lead's status to dnc. The status and DNC preferences are independent — you can have a delivered lead with phone DNC enabled (meaning they were successfully delivered but should not receive follow-up calls).

DNC Data Model

Each lead has at most one DNC record containing:

• Channels — Array of blocked channels (phone, sms, email)
• Reason — Optional text explaining why the lead was marked DNC
• Updated By — The user who last modified the DNC preferences
• Timestamps — When the DNC record was created and last updated

Interaction-Level DNC

When a voice call or SMS interaction results in a DNC request from the lead, the interaction is marked with a dnc outcome status. This is separate from the lead-level DNC preferences — the interaction records the event, while the lead-level DNC controls future behavior.