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DNC Lists

The platform manages Do Not Contact (DNC) preferences through two complementary mechanisms: a flexible, label-based system within CX-Customers for granular, per-campaign opt-outs, and a centralized, admin-managed DNC list in Unified Admin for blanket suppression across all outbound channels. Together these help ensure compliance with customer preferences and regulations.

Label-Based DNC (CX-Customers)

  • Label-Based DNC: Administrators can define multiple labels (e.g., DNC_Sales, DNC_Surveys, DNC_Global) to signify different opt-out preferences. A contact in CX-Customers is marked for DNC by assigning one or more of these labels to their profile.

  • Pre-Dial Scrubbing: Automatic suppression of contacts flagged on DNC lists before any call attempt is made.

  • Granular Campaign Enforcement: Each outbound flow is configured to check for specific labels before initiating contact. This allows for granular control where a contact can opt-out from one campaign type (e.g., promotional calls) but remain eligible for others (e.g., service notifications).

  • Dynamic Opt-Out Mechanism: A contact can request to opt-out at any time.

    • Via IVR/Bot: An automated flow can capture a customer's request and use the Add Contact Label node to immediately apply the correct DNC label.

    • Via Agent: During a live conversation, an agent can use a function on their desktop to trigger the application of a DNC label to the customer's profile.

  • External List Integration: Alongside the internal label system, the platform can be configured to validate against external public DNC lists for broader regulatory compliance (e.g., TCPA). This includes but not limited to DNC regulations such as NDNC (India), TPS in the UK, TSR and TCPA in the USA, and ACMA in Australia.

  • Compliance Controls: Configurable settings to enforce contact attempt restrictions based on regional and industry-specific regulations.

  • Integration APIs: Easily integrate DNC management with external CRMs, compliance systems, or list management tools.

  • Channel agnostic: DNC rules are enforced across all communication channels (Voice, SMS, WhatsApp, etc).

Admin-Managed DNC List (Unified Admin)

New in CX5.12.0. A centralized, platform-wide Do Not Contact list managed directly from Unified Admin, complementing the label-based system above.

  • Centralized List Management: Authorized administrators can add phone numbers or email addresses to a single DNC list, individually or in bulk, and remove entries when they no longer need to be suppressed.

  • Blanket Outbound Enforcement: Once an address is on the list, the platform blocks outbound Voice, SMS, WhatsApp, and Email attempts to it — regardless of whether the attempt originates from an agent's manual dial or an automated outbound campaign flow.

  • Blocked-Attempt Visibility: When an attempt is blocked, the platform clearly indicates this to the agent or campaign process, rather than failing silently.

  • How it differs from label-based DNC: Labels (above) let a contact opt out of specific campaign types while remaining reachable for others, and are set per-contact in CX-Customers. The admin-managed list is a blanket suppression applied centrally in Unified Admin — use it for hard opt-outs (e.g., regulatory requests, complaints) that should block all outbound contact, not just specific campaigns.