Specifying Do Not Disturb (DND) Hours for your account allows you to manage user engagement across channels and journeys. It's a simple one-time setup that helps you prevent users from receiving campaigns during specific periods, such as when they may be asleep or non-serviceable hours of your business. The best part - these settings are applied to a user as per their current timezone!
This setting can be configured by only those Admins that have access to Account Management. If you are unable to configure, then please get in touch with the account owner.
How to Access
DND can be accessed through the Settings section of your account, as shown below.
You can choose to specify do not disturb hours for various days of the week. This will ensure that none of your users receive campaigns (for which you have enabled DND hours), as and when the specified time slot occurs in their timezone. Here's a detailed read on how it works.
Now, let's show you how you can set it up:
As shown above, using the first dropdown, you can select a day or multiple days of the week, on which the specified DND hours will be applied to all your users.
The following options can be selected here:
Daily (allows you to specify a DND time slot for all 7 days of the week)
Weekend (allows you to specify DND time slot only for Saturday and Sunday)
Weekday (allows you to specify a DND time slot for the conventional working days - Monday to Friday)
Next, you will need to specify the start time and end time of the do not disturb hours. This can be done by adding values to the various fields placed after between and and.
Conventionally, most businesses avoid communicating with users during night time. So, let's show you how you can prevent all your users from receiving a campaign between 10:30 pm and 8 am:
Step 1: Select Daily as the frequency
Step 2: Add 10:30 pm as the start time
Step 3: Add 8 am as the end time
Step 4: Hit Save!
Hence, all campaigns, for which you have enabled DND hours at Step 2: When while creating them, will not be delivered to users when the specified time slot occurs in their timezone, on a daily basis.
Depending on your user's preferences and behavior, you can choose to define multiple time slots for various days of the week. All you need to do is:
- Click the Add New DND Time Slot button, as shown below.
- Doing so will add a new row to the screen, allowing you to define an additional time slot.
- Follow the steps discussed above to specify day(s) and duration.
- Repeat to configure additional time slots and hit Save!
If you have set up multiple DND time slots, then campaign delivery will be restricted for a combination of all the time slots, for the respective days.
How a Combination of Multiple DND Hours are Applied to a User It Works
For example, let's assume that we have defined the following DND hours for an account:
Daily between 9 pm and 7 am
Weekend between 10 pm and 10 am
Weekday between 2 pm and 4 pm
No campaigns will be delivered to users on Weekdays (Monday to Friday) between 9 pm and 7 am AND 2 pm and 4 pm, as per their timezone.
Similarly, no campaigns will be delivered on Weekends between 9 pm and 10 am, as per each user's timezone.
Even though the DND time slot for Weekend starts at 10 pm, DND hours will be applied to all users from 9 pm, as per the Daily setting.
You can always choose to delete a time slot if it has become redundant. Doing so will enable campaign delivery for the deleted duration, for all users. Here's how you can go about it:
Step 1: Click the 'Minus' icon placed towards the end of the row, as shown below. Doing so will prompt you to re-confirm your decision.
Step 2: Click the Delete button on the modal, as shown above, and you're good to go!
And don't worry, you can always add the time slot again if you learn in the near future that it worked well for your users :)
This setting can be disabled for a campaign or journey while creating it. If disabled, then the respective campaigns will be delivered even during DND hours.
All campaigns sent with DND enabled during a user's DND hours, will either fail or get queued as per the individual campaign's queueing settings.
DND hours cannot be applied to In-app and On-site campaigns. Given the targeted nature of these channels, campaigns are sent only in the context of a user's actions on your app or website, rendering such restrictions unnecessary.
Related Read: How to Enable/Disable DND for a Campaign/Journey While Creating It
We hope this has helped you set up appropriate DND Hours for all your users. Please feel free to drop in a few lines at support(AT)webengage.com if you have any queries or related feedback. We're always just an email away!
Updated over 2 years ago
Let's show you how this setting is applied to all your users, campaigns and journeys.