Do Not Disturb (DND) & keyword opt-out

For workspace admins: how InfiniReach marks contacts Do Not Disturb after standard opt-out keywords, how that can sync to GoHighLevel, and where to review or clear DND in the dashboard.

What "Do Not Disturb" does here

When a contact has DND enabled in InfiniReach, the product blocks outbound SMS and WhatsApp from this platform and from GoHighLevel for that contact (as described in the contact edit form). Turning DND off resumes those sends from your configured channels.

WhatsApp blocking on the contact's own phone app is separate from InfiniReach DND; the Conversations screen calls this out when DND is on.

Automatic keyword opt-out (inbound)

When keyword handling is enabled on a channel, inbound messages whose text body alone matches standard opt-out wording can mark the contact Do Not Disturb. InfiniReach treats these as whole-word matches (case-insensitive): stop, stopall, and unsubscribe — so ordinary words like "nonstop" are not treated as opt-outs.

Group chats and reaction-only inbound traffic are excluded from this automatic path in the product logic.

SMS relay devices

  1. Open Devices, select a device, then the Settings tab.
  2. Expand Keyword opt-out (STOP, etc.).

The built-in description states that when this is on, inbound SMS that look like standard opt-out keywords can mark the contact Do Not Disturb and optionally sync to GoHighLevel (depending on the per-location setting below).

Use the toggle Apply keyword opt-out DND for this device to enable or disable automatic handling for that Android relay.

Disabling on the device

Turning the feature off opens a confirmation: you acknowledge responsibility for TCPA compliance and your use case; contacts will no longer be automatically opted out from relay sends when they send keywords like STOP. Confirm with I understand — disable to proceed.

WhatsApp instances

  1. Open WhatsApp in the dashboard.
  2. On each instance card, find Keyword opt-out DND (shown as ON or OFF with Turn ON / Turn OFF).

Disabling shows a similar risk dialog: inbound WhatsApp will no longer apply automatic Do Not Disturb when contacts send opt-out keywords, until you confirm you understand the compliance implications.

Mirror DND to GoHighLevel (per location)

  1. Open Integrations (GoHighLevel connected locations).
  2. Each location row shows Mirror DND to GHL as On or Off for quick reference.
  3. Click Inbound Sync for that location to open Inbound Sync Settings.

In the modal, the section Sync Do Not Disturb to GoHighLevel explains that when a contact is marked Do Not Disturb here (including after keyword opt-out), you can mirror that to the contact's communications DND in GoHighLevel. It is independent of per-device keyword toggles; turning it off stops calling the GoHighLevel API for DND only — local DND and relay rules in InfiniReach still apply.

Enable or disable the checkbox Mirror contact DND to GoHighLevel, then save the modal.

Contacts list & manual DND

  • Use the Do Not Disturb filter above the table: All contacts, DND on only, or DND off only.
  • The DND column shows a badge when on; subtitle text distinguishes Contact requested (for example they replied STOP) from Manual (set from the dashboard).
  • When editing a contact, the checkbox Do Not Disturb states that outbound SMS and WhatsApp from this platform and GoHighLevel are blocked while it is on. If DND came from the contact, a note explains you can turn it off here to resume messaging.

Conversations

The conversation list shows a DND badge next to contacts who have DND enabled (tooltip explains contact-requested vs dashboard-set).

In the open conversation, if DND is on for a non-group contact, an amber banner titled Do Not Disturb is on summarizes whether the contact requested it or it was enabled from the dashboard, and offers Turn off DND to clear it without leaving the page.

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