Workflow Update: Inbound DND Support Live!
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We just gained a practical, time-saving tool for handling unwanted inbound communication. Incoming spam calls, recruiting noise, and other low-value contacts have been creating clutter in CRMs and generating false opportunities for many teams. Now we can stop that noise at the source by applying Do Not Disturb rules to inbound channels as part of our automated workflows.
Why inbound DND matters
For years, automated DND controls were useful mainly for preventing outbound outreach. That was helpful when we wanted to avoid contacting someone who had opted out. But it did nothing for the steady stream of bad inbound contacts that add noise and waste time.
Inbound DND changes that. It lets us mark a contact so they cannot reach our team through inbound channels like calls and SMS. That translates to:
Cleaner CRM data — fewer spam contacts and false opportunities cluttering pipelines.
Less distraction for the team — reps stop wasting time on junk calls or irrelevant prospects.
Automated hygiene — we can apply business rules to block bad inbound behavior automatically instead of relying on manual cleanups.
Better reporting — more accurate pipeline and lead metrics when garbage leads are filtered out early.
What changed: direction control on DND
The core update is simple and powerful: DND controls now include a direction option. Both the Contact DND trigger and the Enable/Disable DND action let us choose inbound or outbound. Inbound DND applies to all inbound channels, including phone calls and SMS.
That means we can now build workflows that look for inbound triggers, classify a contact as invalid or spam, and automatically enable DND so the contact cannot reach us again through those channels. At the same time, everything we've already set up remains compatible, so existing workflows keep working.
How inbound DND works — practical steps
Here is the straightforward sequence to use inbound DND in a workflow. This is written as a practical checklist we can reuse when building automations.
Add a Contact DND trigger — When building a workflow, select the Contact DND trigger as the starting point.
Set the direction to inbound — Choose inbound to focus on calls and SMS coming into the account.
Choose the DND flag — Decide whether the trigger should fire when DND is enabled or disabled on the contact.
Add an Enable/Disable DND action — If this workflow is responsible for changing the contact state, add the action that sets DND on or off.
Set action direction to inbound — For the action, choose inbound and whether to enable DND across all inbound channels or disable it.
Check results in the contact — The DND status will appear on the contact record and is tracked for invalid calls and SMS where applicable.
Everything is backward compatible, so previously configured outbound rules continue to work. We can now complement those with inbound rules to fully control contact reachability.
Real-world workflow examples
To make this change tangible, here are several ready-to-use workflow concepts that reduce noise and protect our teams.
1. Auto-block obvious spam numbers
Scenario: We receive many calls from the same known spam numbers or patterns. These calls create new contacts and false opportunities.
Trigger: New inbound call or SMS from a number that matches a spam list or pattern.
Condition: Source unknown or low-quality lead score.
Action: Enable inbound DND across all channels for that contact.
Outcome: The incoming number is blocked from calling or texting again and the CRM stays cleaner.
2. Filter recruiting or job inquiry noise
Scenario: Recruiting bots and unsolicited job inquiries show up in lead forms or call logs and clutter pipelines.
Trigger: Contact created from a general “Contact Us” form with specific keywords like “job,” “recruiter,” or “opportunity.”
Condition: No qualifying lead attributes (budget, timeline, decision-maker status).
Action: Enable inbound DND and add an internal note or tag for review.
Outcome: Recruiting noise is automatically blocked while allowing easy review if any contact needs to be unblocked.
3. Respect explicit do-not-contact requests
Scenario: A contact tells an agent or replies to a message asking not to be contacted again.
Trigger: Incoming message includes text such as “do not contact” or reply to an SMS with the word “STOP.”
Action: Enable inbound DND for the contact.
Outcome: The contact cannot initiate calls or messages that reach our team, and the record clearly shows the reason.
Practical benefits for teams and agencies
The update reduces manual work and saves time. Here are the key benefits we see after enabling inbound DND automations.
Time saved on cleanup — Fewer junk contacts means fewer hours spent on manual deduplication and opportunity cleanup.
Higher-quality pipelines — Sales and marketing metrics improve when garbage leads are filtered out early.
Less stress for front-line staff — Reps can focus on real prospects, improving morale and productivity.
Automated compliance — Handling opt-outs and do-not-contact requests via workflow reduces human error.
Cleaner analytics — Reporting is more accurate when noise is removed before it skews conversion rates and campaign ROI.
Best practices when using inbound DND
Apply these simple rules to avoid over-blocking and to keep our communications flowing smoothly for legitimate contacts.
Whitelist trusted sources — Maintain a whitelist for known partners, vendors, and active clients so DND rules don’t accidentally block good contacts.
Use tags and notes — When a workflow enables DND, add a tag or internal note explaining why it happened. That makes it easy to review and reverse if needed.
Build review workflows — Create a nightly or weekly review list of contacts that were auto-DNDed so a human can confirm or revoke the status.
Start conservatively — Begin by automating obvious cases (repeated spam numbers, explicit opt-outs) and expand rules gradually.
Monitor metrics — Track how many contacts are auto-DNDed and whether that improves conversion rates and reduces false opportunities.
Train the team — Make sure agents know what DND means and how to request removal if a contact is mistakenly blocked.
Small but important details
A few practical details help us get the most value without surprises.
Inbound applies to calls and SMS — The inbound DND option covers all inbound channels, so a blocked contact cannot call or SMS into our system.
Visible on the contact record — The result of enabling or disabling DND shows up on the contact, including flags for invalid calls and SMS when applicable.
Backwards compatible — Existing outbound-focused DND automations keep working as before; inbound is an added dimension.
Automate then review — Use automated rules to remove obvious noise but keep a simple human review loop to prevent accidental over-blocking.
"Mark this person as somebody you don't want to talk to."
That statement captures the essence of inbound DND. It gives us a direct, reliable way to prevent unwanted people from initiating contact through our inbound channels.
Troubleshooting and common questions
If something does not behave as expected, these checks usually resolve it.
Contact still receives calls — Confirm the DND flag was set with direction set to inbound and that the action applied to all inbound channels.
Messages still create opportunities — Check workflow conditions. If a message triggered creation before the DND action ran, add conditions or sequence adjustments so DND runs earlier.
Too many false positives — Reduce automation aggressiveness. Add more qualifying conditions like lead score, referral source, or interaction history before enabling DND.
Need to reverse DND — Add a workflow or a manual action to disable inbound DND for a specific contact. Keep a review log to track changes.
Policy and transparency
We want automation to make work simpler without hiding critical actions from the team or our customers. A few policies to adopt:
Log the reason — Always attach a tag or note when automation changes a contact's status so anyone can see why the decision was made.
Keep unblocking simple — Make unblocking a one-click or short workflow so support can restore contacts when appropriate.
No hidden fees or surprises — Automation should save time and reduce tech headaches without adding complexity or unexpected costs.
Measuring impact
To justify automation and tune it effectively, track a few straightforward metrics:
Number of contacts auto-DNDed — Shows how much noise is being filtered.
Reduction in false opportunities — Compare pipeline entries before and after enabling inbound DND.
Agent time saved — Estimate hours saved by comparing time spent handling inbound noise pre- and post-automation.
Accuracy rate — Percentage of auto-blocks that later require human reversal; an indicator of rule precision.
Simple steps to get started today
Identify the biggest inbound noise sources: repeat spam numbers, form spam, or unsolicited recruiting contacts.
Build a conservative rule that targets the clearest cases.
Enable inbound DND for those contacts and tag the reason.
Set up a weekly review to check for false positives and adjust the rule.
Expand rules gradually once confidence grows.
What does inbound DND block?
Inbound DND blocks incoming calls and SMS messages for the contact or number flagged. It prevents the contact from initiating those inbound channels that would reach our team.
Can inbound DND be applied automatically via workflows?
Yes. We can add an Enable DND action to workflows and set the direction to inbound. That lets the platform automatically enable or disable inbound DND based on any conditions we define.
Will this change interfere with existing outbound DND rules?
No. Existing outbound DND rules remain backward compatible. The inbound option is additive so we can manage inbound and outbound reachability independently.
How do we avoid blocking legitimate contacts?
Start conservatively and add clear conditions like lead score, referral source, or prior engagement. Use tags and notes to log why DND was applied, and set a simple human review process to unblock contacts when needed.
Where can we see the DND status?
The DND status appears on the contact record. When automation applies DND, the contact will show the enabled or disabled flag and any related notes such as invalid calls or SMS.
Can we reverse DND through automation?
Yes. Add a workflow action to disable inbound DND when specific conditions are met, or use a manual override from the contact record.
Closing thoughts
Inbound DND is a straightforward, high-impact enhancement that helps maintain focus and protect the quality of our CRM. It removes an important source of noise, gives teams more control, and automates routine hygiene that used to require manual effort.
We recommend starting with the clearest cases of junk inbound behavior, tagging the reasons for automation, and building a compact review loop. Within a few weeks we will see cleaner pipelines, fewer false opportunities, and a measurable lift in productivity.
This change is about making work simpler and letting our teams focus on the conversations that matter.
