Do Not Contact List
Manage the DNC list through the UI or customer actions.
The Do Not Contact List page can be used to specify phone numbers and email addresses that Mindful Feedback may not contact. There are several ways to add a number or email address to the Do Not Contact (DNC) list, explained in more detail below.
Add entries manually
To manually add an email or phone number to the DNC list, click Add Phone or Email.
Enter a phone number or email address in the field that appears, then click Add Phone or Email again.
Add entries via CSV upload
Follow the steps below to add entries via CSV:
Open the kebab menu near the top-right corner of the page, then click Upload Do Not Contact List CSV File.
In the modal window that appears, click Download Sample File to obtain a template in the correct format.
The file will contain several sample rows in a single column, as seen below:
Update the sample file with any email addresses or phone numbers you wish to add to the DNC list, then save the file.
Reopen the Upload Do Not Contact List CSV File modal window.
Select the updated CSV file, then click Upload.
You should now see all of the new email addresses and phone numbers listed on the page. If any entries cannot be added, an error message will be displayed.
Customer actions
Customers can take several actions to add their email address or phone number to the DNC list.
Email footer unsubscribe
In the footer of all email surveys is an Unsubscribe link. If customers click this link, they will be prompted to add their email address to the DNC list.
Reply to SMS messages
If an SMS survey is sent from a number that will accept replies, the customer can reply with the word "STOP" to be added to the DNC list. If customers reply "START" to/from the same phone number, they will be removed from the DNC list.
Survey prompt link
There is an unsubscribe link attribute that can be placed into a survey prompt. If this link is clicked by customers, they will be shown options to add their number/email to the DNC list. Below is a sample unsubscribe link that might be included in the greeting of a Web SMS survey:
Thank you for your recent inquiry. We would really appreciate some feedback on how well we handled your inquiry. [%survey_type%==websms??Click here to complete our online survey: %weblink_short%
To unsubscribe from further surveys, please click here: %unsubscribe_link_short%]Event log for blocked surveys
A survey can still be scheduled with an email and phone number that matches an entry on the DNC list. If this happens, Feedback will restrict the survey when it evaluates whether the survey can be sent (at the scheduled_at time, for example). The status of the survey will be set to "Prevented due to survey restriction" and an event log entry will be added, stating "Survey prevented due to Do Not Contact entry".
