Overview
The Do Not Contact (DNC) feature ensures compliance when leads request no further contact. You can configure specific workflow actions that automatically flag leads as DNC, typically moving them to a dedicated "Dead" status in your workflow. This provides a clear, auditable process for honoring opt-out requests across your organization.
Key Functionalities
Automated DNC Flagging: Configure actions that automatically add leads to the Do Not Contact list
Workflow Integration: Build DNC actions into any status within your sales workflow
Status Management: Automatically move DNC leads to a designated "Dead" status for better organization
Action Copying: Efficiently replicate DNC actions across multiple workflow statuses
Compliance Enforcement: Systematically prevent contacted DNC leads through automated restrictions
How to Configure a Do Not Contact Action
Step 1: Create a DNC Status
Navigate to More → Settings → Sales Workflow
Find a or create a dedicated Workflow in which you'll store your DNC Status
Click on the plus sign in the top-right corner, or New Status at the bottom of your workflow.
Name your status and select the system status you want to assign leads to when sending them to this status, then click Create Status.
Step 2: Create or Edit an Action to Send to DNC
Select Edit next to the desired status
Within the status, click the + sign next to the Actions section to create a new action, or edit an existing action using the Pencil icon next to any status.
Provide a clear, descriptive name (e.g., "Do Not Contact") and assign it to an appropriate category
Step 3: Configure DNC Operation
In the Operations settings, locate and enable Add to Do Not Contact List
Configure the DNC options according to your business requirements
Consider setting the action to move the lead to the dedicated "DNC" status you previvously created
Click Save Changes
Step 4: Implement Across Workflow
Repeat the process to add DNC actions to all appropriate statuses in your workflow
Use the Apply a Template feature to efficiently replicate DNC actions across multiple statuses and adjust as needed.
Best Practices
Implement universally: Add DNC actions to every workflow status where a lead might request no contact
Create dedicated status: Use a specific "Do Not Contact" status within the "Dead" section of your workflow for clear segmentation
Use consistent naming: Standardize DNC action names across all statuses for easy user recognition
Train users thoroughly: Ensure all team members know how and when to use DNC actions to maintain compliance
Regularly audit usage: Review DNC action usage reports to ensure proper implementation and compliance
Segment reporting: Use the dedicated DNC status to filter and report on DNC leads separately
Consider nurture paths: For leads that may become contactable later, use a nurture status instead of a dead status
Troubleshooting
DNC action not appearing in workflow
Verify you have appropriate permissions to edit workflow actions
Check that the workflow status is enabled and not archivedLeads still being contacted after DNC action
Confirm the DNC operation is properly configured in the action settings
Verify the lead was moved to a status that restricts further contact
Check that all user groups are synchronized with the updated workflowCannot copy DNC action to other statuses
Ensure you're working within the same record type's workflows (actions cannot be copied across different record types)
Verify the target status exists and is enabledUsers reporting missing DNC options
Check that DNC actions have been added to all relevant workflow statuses
Confirm user roles have permissions to access the statuses containing DNC actionsDNC leads appearing in active reports
Verify DNC leads are being moved to the designated "Dead" status
Check that your report filters exclude the appropriate DNC statuses