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Overview

Z360 gives you full control over how and when you communicate with contacts using Do Not Disturb (DND) and Block Contact options. These settings help you manage communication boundaries without losing important context. Unlike many systems, Z360 clearly separates outgoing-only restrictions from full communication blocks, so you always know what’s allowed and what’s not. This guide explains how both options work and when to use each.

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Where to Find DND and Block Options

Both DND and Block Contact options are available in the Contact Details sidebar inside the Inbox.
  1. Open any conversation in the Inbox
  2. Go to the Details panel on the right
  3. You’ll see icons for Do Not Disturb and Block Contact
  4. Toggle the option you want based on your use case
Once enabled, Z360 immediately applies the selected behavior.

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Do Not Disturb (DND)

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What DND Does

Do Not Disturb (DND) blocks all outgoing communication from Z360 to the contact. When DND is enabled:
  • ❌ Outgoing messages are blocked
  • ❌ Outgoing calls are blocked
  • ❌ Outgoing emails are blocked
  • ❌ Outgoing live chat responses are blocked
  • ❌ AI agents cannot send messages
  • ❌ Human agents cannot send messages
However:
  • ✅ Incoming messages are still allowed
  • ✅ Incoming calls, emails, and chats are received
  • ✅ Conversation history continues to update
This makes DND ideal when you want to pause outreach but still listen.

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When to Use DND

Use Do Not Disturb when:
  • A contact has asked you to stop reaching out temporarily
  • You want to avoid outbound communication during sensitive periods
  • Sales or outreach automation needs to be paused
  • You still want to receive inbound messages from the contact
DND ensures no accidental outbound communication occurs—whether from AI or humans.

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Block Contact

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What Block Contact Does

Block Contact completely blocks all communication, both incoming and outgoing. When a contact is blocked:
  • ❌ Incoming messages are blocked
  • ❌ Outgoing messages are blocked
  • ❌ Incoming calls are blocked
  • ❌ Outgoing calls are blocked
  • ❌ Incoming emails are blocked
  • ❌ Live chat is blocked
  • ❌ AI agents cannot interact
  • ❌ Human agents cannot interact
The contact is fully isolated from communication in Z360.

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When to Use Block Contact

Use Block Contact when:
  • A contact is spam or abusive
  • You must stop all communication permanently
  • Compliance or policy requires full blocking
  • You want zero interaction from both sides
Blocking ensures no communication happens at all, regardless of source.

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Key Difference: DND vs Block Contact

FeatureDo Not Disturb (DND)Block Contact
Blocks outgoing messages✅ Yes✅ Yes
Blocks incoming messages❌ No✅ Yes
Affects AI agents✅ Yes✅ Yes
Affects human agents✅ Yes✅ Yes
Contact can still message you✅ Yes❌ No
Best forPausing outreachFull communication stop

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Important Notes

  • Both settings apply to AI and human agents
  • Changes take effect immediately
  • Conversation history is preserved
  • You can toggle DND or Block off anytime from the details panel

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Tips

  • Use DND before blocking if you only need to stop outbound messages.
  • Use Block Contact for spam, abuse, or compliance-driven cases.
  • DND is ideal for respecting user preferences without losing inbound visibility.
  • Block Contact is final until manually removed—use it carefully.
  • These controls apply across phone, email, SMS, and live chat.