Tip of the Week: Use DND so you don’t disturb customers during holidays

With the holiday season fast approaching, it’s time to make sure that the Do Not Disturb (DND) feature is enabled and configured properly so that customers aren’t getting unnecessary messages from your business on these important dates.

To set up a DND schedule, follow the below steps:

  1. From the dashboard, click Settings.
  2. Next, click the clock icon at the top of the screen.
  3. Next to ‘Do Not Disturb - Dates’ toggle the button to Active.
  4. Click the pencil icon to begin adding holidays that you do not want Ushurs to be sent.
  5. From the TimeZone dropdown, select the time zone for which you want these times and dates to be in effect.

Here’s a couple notes to keep in mind when configuring the options, but you can always review the full DND documentation here.

  • Admins can bypass DND rules at the Ushur level.
  • Ushurs that are excluded from DND are displayed in the Ushurs with DND exclusion box.
  • By default the time zone selected will be applied for all sub-accounts and Ushurs. However, this setting can be overridden for a finer-grained control on individual workflows.

If you have questions or additional tips, let us know in the comments!

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One more thing, to add an Ushur to the DND exclusion, open the Ushur you want to exclude, go to the settings page, and Check the “Exclude” box under “DND Exception” section.

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The ushur trigger during DND will be added to scheduled activities, once the DND ends then the ushur will be triggered.

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Along with gauging the customer experience and preference, DND (Do Not Disturb) also allows enterprises to be compliant with local and global regulatory bodies. The penalties on service providers, requestors, and operators are pretty stiff in some parts of the world.
DND feature in the Ushur platform provides you the confidence of reaching out to your customers in a preferred and compliant way. Happy engaging!

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DND Hours are with reference to the time zone set for the enterprise. To have DND specific to customer’s time zone, specify time zone when launching Ushur from API or CSV upload. For API an optional field “userTimezone”: “EST” should be used when launching.
For CSV a variable field type time zone should be used and time zone provided when launching.

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In addition to adding whole days as holidays, one can also set certain hours of the day as DND. These could be for everyday of the week, only on weekends or weekdays or specific days of the week.

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