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The Do Not Call (DNC) List helps you manage phone numbers that should not be called by your outbound agents and campaigns. When a number is on the DNC list for an environment:
  • Outbound calls to that number are skipped
  • Inbound calls from that number are still allowed (if they choose to call you)
The DNC list is per environment (for example, sandbox vs. production). Each environment has its own independent list.

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Video: DNC List Overview

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DNC List page overview

Go to DNC List in the left sidebar. You’ll see:
  • A search bar to look up phone numbers
  • A Created By filter with:
    • User – numbers added manually by your team
    • Fluents – numbers automatically added based on call behavior
    • All – both sources
  • A table with:
    • Phone Number – in E.164 format (for example, +14151234567)
    • Created By – User or Fluents
    • Date Added – when the number was added
    • Reason – optional note explaining why it was added
On the top-right, click New to add a number to the DNC list. You can also click Export CSV to download the current DNC list.

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How numbers get on the DNC list

Numbers can be added in two ways:
  1. Automatically by Fluents (during calls and campaigns)
  2. Manually by users in the DNC List page

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1) Automatic DNC from calls and campaigns

Fluents can detect opt-out phrases such as:
“Please don’t call me again” (and similar requests). When this is detected (based on campaign/agent settings):
  • The contact’s phone number is automatically added to the DNC list
  • The entry shows:
    • Created By: Fluents
    • Reason: User requested to not be called
Any future outbound attempts to that number in this environment will be skipped.

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2) Manual DNC entries (by users)

You can also add numbers manually, for example:
  • To honor an external DNC list you maintain
  • To add numbers that requested removal through another channel (email, web form, etc.)
  • To proactively block numbers you know you should not call

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Add a number to the DNC list

To add a number manually:
  1. Go to DNC List.
  2. Click New (top-right).
  3. In the Add DNC Number dialog:
    • Phone Number – enter the number in E.164 format, e.g. +14151234567
    • Reason (Optional) – add a note (for example, “Requested removal via email”)
  4. Click Add DNC Number.
The new entry will appear in the table with:
  • Created By: User
  • Your optional Reason
  • The Date Added
From now on, outbound campaigns in this environment will skip this number.

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Edit or remove a DNC entry

Sometimes you may need to correct a number or remove it from the list. For each row in the DNC table, the actions menu (three dots) lets you:
  • Edit – update the phone number or reason
  • Delete – remove the number from the DNC list
Use Delete only when you’re sure it’s appropriate to call this number again (for example, if a contact explicitly asks to resume calls).

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Search and filter the DNC list

Use the tools on the DNC page to find entries quickly:
  • Search phone numbers – type part or all of a number
  • Created By filter:
    • User – show only numbers added manually
    • Fluents – show only numbers added automatically
    • All – show every entry
This helps you review which opt-outs came from live conversations vs. internal processes.

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How the DNC list affects campaigns

When a campaign or outbound agent attempts to call a number that’s on the DNC list:
  • The call is not placed
  • The contact is treated as skipped due to DNC
Inbound calls are not blocked by the DNC list. If someone chooses to call you, Fluents will still allow the call through.

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Best practices

  • Use E.164 format consistently
    Always include the country code (e.g., +1 for the US) to ensure matching works reliably.
  • Honor opt-outs promptly
    If someone opts out via email, chat, or support, add them to the DNC list as soon as possible.
  • Review automatic entries
    Filter by Created By: Fluents periodically to monitor opt-outs detected during calls.
  • Keep environments in mind
    The DNC list is per environment, so make sure you update the environment that runs live campaigns.

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Where to go next