Does DND stop automated messages, manual messages, or both?
Both — DND is a total block on all outbound text and email communication from RootLogic, regardless of whether it was triggered by an automation or sent manually by a staff member.
1
DND stops automated sequences completely
Any automation that would normally send a text or email to this contact — including the 45-day nurture sequence, appointment reminders, and any other workflow — will be blocked. RootLogic skips those steps for DND contacts without any error notification to you.
2
DND also stops manual texts and emails from staff
If you open the Conversations tab and try to send a text or email manually to a DND contact, RootLogic will block the send and display a message indicating the contact has DND enabled. You cannot override this from the Conversations tab — the DND setting must be turned off at the contact record level first.
3
Phone calls are not affected by DND
You can still call a DND contact. Inbound calls from the contact also still come through to your practice line. DND is text and email only — it does not affect the phone channel in any direction.
Pro tip: If a contact asked to stop receiving texts but is still open to calls and emails, DND is not the right tool — it blocks email too. Instead, note the preference in their contact record ("text opt-out only — call or email ok") and rely on the STOP opt-out having already removed them from SMS automations. DND is the right tool when they want all digital contact stopped.