Do-Not-Disturb Settings

This feature enables you, as a Team Manager, to configure Do Not Disturb (DND) settings for the customers. You can configure opt-in keywords per channel to enable customers to explicitly give their consent to start receiving messages, and opt-out keywords to enable customers to explicitly mention that they no longer wish to receive the messages.

Opting Out

This feature enables you to configure message codes to enable customers to stop receiving your outbound message. To do it:

  1. Select the desired team [1] in the Customer Care Console.
  2. Click on Settings [2].
  3. Under “CONFIGURE”, select Do-Not-Disturb Settings [3].
  4. Tick the Allow customers to explicitly register to stop receiving messages [4] box.
  5. Tick each of the channels for which customers can opt out [5].
  6. Select the message conditions from the drop-down list [6]:
  • Message starting with: Keyword must be at the beginning of the message.
  • Message contains: Keyword must be contained in the message.
  • Message has only: Keyword is the only word in the message.
  1. Enter the required keyword in the text box adjacent to the message options [7].
  2. Write a confirmation message to the customer [8].
  3. (Optional) Compose an Auto Bounce Back message in case a customer in the DND list tries to message you [9].
  4. Click on SAVE CHANGES at the bottom of the page.

Opting In

This feature enables you to configure message codes to disable the DND service for a customer. The customer will start to receive messages from Talkdesk Omnichannel once this is done.

  1. Select the desired team [1] in the Customer Care Console.
  2. Click on Settings [2].
  3. Under “CONFIGURE”, select Do-Not-Disturb Settings [3].
  4. Scroll down and tick the "Allow customers to explicitly register to start receiving messages" [4] box.
  5. Tick each of the channels for which customers can opt in [5].
  6. Select the message conditions from the drop-down list [6].
  • Message starting with: Keyword must be at the beginning of the message.
  • Message contains: Keyword must be contained in the message.
  • Message has only: Keyword is the only word in the message.
  1. Enter the required keyword in the text box adjacent to the message options [7].
  2. Write a confirmation message to the customer [8].
  3. Click on SAVE CHANGES [9].