Do-Not-Disturb Settings

This feature enables you to configure customers' Do Not Disturb (DND) settings. You can configure opt-in keywords (can be defined per channel) to allow customers to explicitly consent to start receiving messages and opt-out keywords to allow customers to mention that they no longer wish to receive the messages.

To configure these settings

Go to Customer Care Console > Settings > Configure > Do-Not-Disturb Settings.

On this page, you can,

Allow customers to explicitly register to stop receiving messages.
Allow customers to explicitly register to start receiving messages.

Stop Receiving Message

You can configure message codes to allow customers to stop receiving messages from the agents. Customers can opt out to receive any messages, by sending a pre-configured text code.

To allow customers to explicitly register to stop receiving the messages,

Select Allow customers to explicitly register to stop receiving messages check box in the DND Settings page.

Select Channels for which the keywords need to be configured.
Select message conditions for which the code needs to be configured from the drop-down list. The event can be,

Message Starting With: DND service will be enabled if the message starts with the configured message code.
Message contains: DND service will be enabled if the message includes the configured message code.
Message only has: DND service will be enabled if the message has only the configured message code.

Enter required message code in the text box adjacent to the message options.
Enter text in the Opt-Out Confirmation Message box (maximum 320 characters). This message is sent to the customer on successful opt-out of receiving chat messages.
Enter text in the Auto Bounce Back box when the customer tries to message while existing in the DND list.
Click "Save changes" to save the DND settings.

Start Receiving Messages

You can configure message codes to disable DND services for a customer. Customers can opt for DND services by sending a pre-configured message code. After this activity, the customers will start receiving messages from the application.

To allow customers to explicitly register to start receiving the messages,

Select Allow customers to explicitly register to start receiving messages checkbox in the DND Settings page.

Select Channels for which the keywords need to be configured.
Select message conditions for which the code needs to be configured from the drop-down list. The event can be,

Message Starting With: DND service is disabled if the message starts with the configured message code.
Message Contains: DND service is disabled if the message includes the configured message code.
Message Has Only: DND service is disabled if the message has only the configured message code.

Enter required message code in the text box adjacent to the message options.
Enter text in the Opt-in Confirmation Message box (maximum 320 characters). This message is sent to the customer on successful initiation of receiving text messages.
Click Save changes to save the DND settings.