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The Do Not Call (DNC) List lets you keep track of 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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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 the following columns:
    • Phone Number – in E.164 format (for example, +14151234567).
    • Created By – User or Fluents.
    • Date Added – when the number was added to the list.
    • Reason – optional note about why the number was added.
On the top‑right, click New to add a number to the 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 monitors conversations for opt‑out phrases such as
“Please don’t call me again” or similar requests. When this is detected (based on the campaign 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. This behavior is enabled by default for campaigns and agents that support DNC detection.

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2. Manual DNC entries (by users)

You can also add numbers manually, for example:
  • To honor external DNC lists 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 any note you want (for example,
      “Requested removal via email”, “Imported from legacy DNC list”).
  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) typically lets you:
  • Edit – update the phone number or reason.
  • Delete – remove the number from the DNC list.
Use Delete only when you are sure it’s appropriate to call this number again,
e.g. when a contact explicitly asks to resume calls.
There is currently no bulk import or export for the DNC list.
Numbers must be added and removed one at a time from the UI, or managed via campaigns and call behavior.

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Search and filter the DNC list

The DNC page includes tools to help you quickly find entries:
  • Search phone numbers – type part or all of a number to filter the list.
  • Created By filter:
    • User – show only numbers your team added manually.
    • Fluents – show only numbers automatically added from calls and campaigns.
    • All – show every DNC entry.
This makes it easier to review which opt‑outs came directly from contacts during calls
versus which were added by your internal processes.

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How the DNC list affects campaigns

When a campaign or outbound agent tries to call a number that is on the DNC list:
  • The call to that number is not placed.
  • The campaign treats it as a skipped contact due to DNC.
This helps you:
  • Respect contact requests to stop receiving calls.
  • Avoid repeatedly dialing numbers that have opted out.
Inbound calls are not blocked by the DNC list.
If someone chooses to call you, Fluents will still allow the call through as usual.

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Best practices

To keep your DNC list effective and accurate:
  • Use E.164 format consistently
    Enter numbers with country code (for example, +1 for US).
    This ensures matching works correctly across campaigns and providers.
  • Honor opt‑outs promptly
    When contacts ask not to be called through other channels (email, chat, support ticket),
    add their number to the DNC list as soon as possible.
  • Review automatic entries
    Periodically filter by Created By: Fluents to review opt‑outs detected during calls.
    This gives you insight into how often contacts are requesting not to be called.
  • Keep environments in mind
    Remember the DNC list is per environment.
    If you run both sandbox and production campaigns, ensure you manage DNC entries
    in the correct environment that actually sends live calls.

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Where to go next