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When someone asks you to stop contacting them, honor it everywhere at once. Do Not Contact on their CRM record stops every email and text your account would send them, from campaigns and sequences to a one-off email, and records why. This guide marks Dana Whitfield, a café owner who replied asking to be taken off Northwind’s list, then lifts it when she writes back.

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Mark them Do Not Contact

1

Open the contact

Click CRM in the left rail, then Contacts, then the person’s name.
2

Choose Mark as Do Not Contact

Click the … next to Edit at the top of their record, then Mark as Do Not Contact.
Dana Whitfield, Café owner, Lead and New, with the ... button outlined and its menu open on Mark as Do Not Contact, outlined, above Delete contact

The ... menu on Dana's record

3

Say why

Type the Reason, in the person’s own words when you can, and click Mark as DNC. A reason is required.
Mark contact as Do Not Contact, with the Reason Oct 21 reply: please take me off your list, outlined, and the Mark as DNC button, outlined

Dana's own words as the reason

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What it changes

  • No email reaches them from your account: campaigns, sequences, workflows and emails from their record are all refused, and so are invoices, quotes and meeting invitations.
  • No texts go to their phone number.
  • They leave every sequence they are in.
  • Their lifecycle stage becomes Unsubscribed, and their record shows Do Not Contact.
Dana Whitfield, Café owner, with the tags Unsubscribed and Do Not Contact, outlined

Dana, marked Do Not Contact

A note in their Activity keeps the reason and when it was set, so anyone on your team can see why.
The note DNC, Do Not Contact, at 1:35 PM: DNC set across email and sms, with the reason Oct 21 reply: please take me off your list, outlined

The reason, kept on the record

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Lift it if they ask to hear from you again

If the person gets back in touch and wants to hear from you, click the … on their record, then Remove DNC. Type the Reason, which is required here too, and click Remove DNC.
Remove DNC, with the Reason Dana wrote back asking about the holiday blend, outlined, and the Remove DNC button, outlined

Dana wrote back

Email and texts to them are allowed again, and the stage they had before comes back: Dana is a Lead marked New again. Another note keeps the reason. There are two exceptions. If they once texted STOP, texts stay off until they text START. An address that bounced or reported you as spam stays blocked.
The note DNC removed at 1:50 PM with the reason Dana wrote back asking about the holiday blend, outlined

The lift, kept on the record too

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Good to know

  • Unsubscribe is different. Someone who clicks Unsubscribe in your marketing email stops getting campaigns and sequences, but still gets invoices, booking confirmations and replies from your helpdesk. Removing Do Not Contact never resubscribes them.
  • Your AI agents respect it. Your sales and support agents can mark someone Do Not Contact too, when a person asks them to stop.
  • More: Contacts covers everything else on a contact’s record.