"Do Not Call" Field on Lead and Contact Objects:
Posted: Tue Jun 17, 2025 5:52 am
Here's how you can effectively block telephone numbers for leads (and contacts) in Salesforce, focusing on native features, integrations, and best practices:
I. Salesforce Native Features for DNC Management:
Salesforce provides basic fields that can be leveraged for DNC management.
Description: Salesforce's standard Lead and Contact objects croatia whatsapp database include a "Do Not Call" (DNC) checkbox field. This is the most fundamental way to flag a record.
How to use it:
Manual Update: Sales reps or support agents can manually check this box if a prospect requests to be put on a DNC list during a call.
Automation (Flows/Process Builder): You can automate checking this box based on certain criteria, such as a specific call outcome (e.g., "DNC Request") logged in an activity.
Import/Data Loader: If you have an existing DNC list (e.g., from a national registry or another system), you can use Salesforce Data Loader to mass update this field on relevant Lead and Contact records.
Limitation: This field alone does not prevent calls. It's merely a flag. You need to implement processes or integrations that respect this flag.
Validation Rules (for data integrity/basic prevention):
Description: You can create validation rules on the Lead or Contact object that prevent users from making changes (or saving records) if the "Do Not Call" field is checked and they're attempting a specific action (e.g., changing lead status to "Contacted").
Limitation: Not a robust call-blocking mechanism itself, but helps enforce data hygiene.
Reporting and List Views:
Description: Create reports and list views to identify all Leads and Contacts with the "Do Not Call" field checked. This helps managers monitor compliance and ensure reps aren't calling these numbers.
Use for Call Lists: When creating outbound call lists, you can filter out records where "Do Not Call" is true.
II. Integrating with Telephony and Compliance Solutions (Recommended Approach):
For serious telemarketing operations, especially those needing TCPA/GDPR compliance, simply relying on the native DNC checkbox is insufficient. You need an integration with your phone system (CTI) and/or a specialized compliance vendor.
A. Call Center Software (CTI) Integrations:
Many popular Contact Center as a Service (CCaaS) or Unified Communications as a Service (UCaaS) providers offer deep integrations with Salesforce that include DNC management. Examples include:
RingCentral for Salesforce: As seen in search results, RingCentral's integration can "completely block end users from calling a record under DNC" or "alert the user that the record is under DNC and let them override and call" (configurable by admin).
Five9, Genesys Cloud, Talkdesk, Aircall, JustCall, Dialpad: These platforms typically have built-in DNC management. Their Salesforce integrations allow:
Automatic DNC Sync: When a number is marked DNC in Salesforce, it's automatically added to the DNC list in the dialing platform.
Real-time Blocking: The dialing platform will prevent agents from dialing numbers on its DNC list (whether synced from Salesforce or managed internally).
Disposition to DNC: Agents can often select a "Do Not Call" disposition after a call, which automatically updates the Salesforce record and adds the number to the DNC list within the telephony system.
Screen Pops with DNC Alerts: When an incoming call from a DNC number occurs, the agent's screen can pop up with a DNC alert, indicating they shouldn't engage in marketing conversations.
B. Dedicated DNC and TCPA Compliance Vendors:
Companies like DNC.com (Contact Center Compliance) specialize in managing DNC lists (Federal, State, Wireless, Internal), Litigator Scrub, and TCPA compliance. They offer Salesforce integrations:
Automated Scrubbing: Their services can automatically scrub your Salesforce Leads and Contacts against various DNC lists (National, State, Wireless, Internal DNC) and update a custom field in Salesforce with the "callable status."
Real-time Updates: They can provide real-time updates on a contact's DNC status before a Salesforce page is even rendered, giving agents immediate visibility.
Litigator Scrub: Helps identify and avoid known TCPA litigators who actively seek out violations.
Calling Time Restrictions: Integrations can help enforce legal calling hours based on the prospect's time zone.
III. Custom Solutions within Salesforce (for more advanced native control):
While integrations are best, you can build more robust DNC management internally using Salesforce's automation tools:
Custom DNC Object:
Concept: Create a custom object called "Do Not Call Numbers" (or similar). This object would store all phone numbers that should never be called.
Fields: Include fields for the Phone Number, Reason (e.g., "Customer Opt-out," "National DNC," "Litigator"), Date Added, Source.
Why: Provides a centralized, auditable DNC repository independent of individual Lead/Contact records (which might be deleted or merged).
Flows (Automation):
Prevent Dialing (Declarative):
Scenario: A user clicks a "Call" button on a Lead/Contact record.
Flow Action: Before initiating the call, the Flow checks:
If the Lead/Contact's standard "Do Not Call" checkbox is true.
If the phone number exists in your custom "Do Not Call Numbers" object.
If the current time is within legal calling hours for the prospect's time zone.
Outcome: If any condition is met, the Flow displays an error message ("This number is on the DNC list. Call not permitted.") and prevents the call from being initiated.
Auto-Add to DNC:
Scenario: A call activity is logged with a "DNC Request" disposition.
Flow Action: Automatically:
Check the "Do Not Call" checkbox on the related Lead/Contact.
Create a new record in your "Do Not Call Numbers" custom object with the phone number and reason.
Apex Code (for Complex Scenarios):
For very complex DNC logic, real-time lookups against external DNC databases, or custom dialing integrations, Apex code might be required. For example, an Apex Trigger on Lead/Contact could automatically update an external DNC service when a record is marked DNC.
Best Practices for Blocking Telephone Numbers Leads in Salesforce:
Centralize Your DNC Data: Whether using a custom object or relying heavily on an integrated compliance tool, ensure you have a single source of truth for DNC numbers.
Automate Wherever Possible: Manual DNC management is prone to error. Automate scrubbing, flagging, and blocking as much as you can.
Train Your Sales Team: Educate reps on DNC policies, how to handle DNC requests during calls, and the importance of compliance.
Audit Regularly: Periodically audit your DNC processes and records to ensure they are working as intended and that your team is adhering to them.
Document Consent: For all leads, ensure you are capturing and documenting explicit consent for calling, as required by TCPA and GDPR. This proof of consent is critical even for numbers not on a DNC list.
Understand International Regulations: As you're in Bangladesh, be extremely diligent about the compliance requirements of the countries you are calling (e.g., US TCPA, EU GDPR, Canada's CASL, local DNC lists).
By combining Salesforce's native capabilities with robust third-party integrations, you can create a comprehensive system to effectively block telephone numbers for leads, ensuring compliance and protecting your business from legal risks.
I. Salesforce Native Features for DNC Management:
Salesforce provides basic fields that can be leveraged for DNC management.
Description: Salesforce's standard Lead and Contact objects croatia whatsapp database include a "Do Not Call" (DNC) checkbox field. This is the most fundamental way to flag a record.
How to use it:
Manual Update: Sales reps or support agents can manually check this box if a prospect requests to be put on a DNC list during a call.
Automation (Flows/Process Builder): You can automate checking this box based on certain criteria, such as a specific call outcome (e.g., "DNC Request") logged in an activity.
Import/Data Loader: If you have an existing DNC list (e.g., from a national registry or another system), you can use Salesforce Data Loader to mass update this field on relevant Lead and Contact records.
Limitation: This field alone does not prevent calls. It's merely a flag. You need to implement processes or integrations that respect this flag.
Validation Rules (for data integrity/basic prevention):
Description: You can create validation rules on the Lead or Contact object that prevent users from making changes (or saving records) if the "Do Not Call" field is checked and they're attempting a specific action (e.g., changing lead status to "Contacted").
Limitation: Not a robust call-blocking mechanism itself, but helps enforce data hygiene.
Reporting and List Views:
Description: Create reports and list views to identify all Leads and Contacts with the "Do Not Call" field checked. This helps managers monitor compliance and ensure reps aren't calling these numbers.
Use for Call Lists: When creating outbound call lists, you can filter out records where "Do Not Call" is true.
II. Integrating with Telephony and Compliance Solutions (Recommended Approach):
For serious telemarketing operations, especially those needing TCPA/GDPR compliance, simply relying on the native DNC checkbox is insufficient. You need an integration with your phone system (CTI) and/or a specialized compliance vendor.
A. Call Center Software (CTI) Integrations:
Many popular Contact Center as a Service (CCaaS) or Unified Communications as a Service (UCaaS) providers offer deep integrations with Salesforce that include DNC management. Examples include:
RingCentral for Salesforce: As seen in search results, RingCentral's integration can "completely block end users from calling a record under DNC" or "alert the user that the record is under DNC and let them override and call" (configurable by admin).
Five9, Genesys Cloud, Talkdesk, Aircall, JustCall, Dialpad: These platforms typically have built-in DNC management. Their Salesforce integrations allow:
Automatic DNC Sync: When a number is marked DNC in Salesforce, it's automatically added to the DNC list in the dialing platform.
Real-time Blocking: The dialing platform will prevent agents from dialing numbers on its DNC list (whether synced from Salesforce or managed internally).
Disposition to DNC: Agents can often select a "Do Not Call" disposition after a call, which automatically updates the Salesforce record and adds the number to the DNC list within the telephony system.
Screen Pops with DNC Alerts: When an incoming call from a DNC number occurs, the agent's screen can pop up with a DNC alert, indicating they shouldn't engage in marketing conversations.
B. Dedicated DNC and TCPA Compliance Vendors:
Companies like DNC.com (Contact Center Compliance) specialize in managing DNC lists (Federal, State, Wireless, Internal), Litigator Scrub, and TCPA compliance. They offer Salesforce integrations:
Automated Scrubbing: Their services can automatically scrub your Salesforce Leads and Contacts against various DNC lists (National, State, Wireless, Internal DNC) and update a custom field in Salesforce with the "callable status."
Real-time Updates: They can provide real-time updates on a contact's DNC status before a Salesforce page is even rendered, giving agents immediate visibility.
Litigator Scrub: Helps identify and avoid known TCPA litigators who actively seek out violations.
Calling Time Restrictions: Integrations can help enforce legal calling hours based on the prospect's time zone.
III. Custom Solutions within Salesforce (for more advanced native control):
While integrations are best, you can build more robust DNC management internally using Salesforce's automation tools:
Custom DNC Object:
Concept: Create a custom object called "Do Not Call Numbers" (or similar). This object would store all phone numbers that should never be called.
Fields: Include fields for the Phone Number, Reason (e.g., "Customer Opt-out," "National DNC," "Litigator"), Date Added, Source.
Why: Provides a centralized, auditable DNC repository independent of individual Lead/Contact records (which might be deleted or merged).
Flows (Automation):
Prevent Dialing (Declarative):
Scenario: A user clicks a "Call" button on a Lead/Contact record.
Flow Action: Before initiating the call, the Flow checks:
If the Lead/Contact's standard "Do Not Call" checkbox is true.
If the phone number exists in your custom "Do Not Call Numbers" object.
If the current time is within legal calling hours for the prospect's time zone.
Outcome: If any condition is met, the Flow displays an error message ("This number is on the DNC list. Call not permitted.") and prevents the call from being initiated.
Auto-Add to DNC:
Scenario: A call activity is logged with a "DNC Request" disposition.
Flow Action: Automatically:
Check the "Do Not Call" checkbox on the related Lead/Contact.
Create a new record in your "Do Not Call Numbers" custom object with the phone number and reason.
Apex Code (for Complex Scenarios):
For very complex DNC logic, real-time lookups against external DNC databases, or custom dialing integrations, Apex code might be required. For example, an Apex Trigger on Lead/Contact could automatically update an external DNC service when a record is marked DNC.
Best Practices for Blocking Telephone Numbers Leads in Salesforce:
Centralize Your DNC Data: Whether using a custom object or relying heavily on an integrated compliance tool, ensure you have a single source of truth for DNC numbers.
Automate Wherever Possible: Manual DNC management is prone to error. Automate scrubbing, flagging, and blocking as much as you can.
Train Your Sales Team: Educate reps on DNC policies, how to handle DNC requests during calls, and the importance of compliance.
Audit Regularly: Periodically audit your DNC processes and records to ensure they are working as intended and that your team is adhering to them.
Document Consent: For all leads, ensure you are capturing and documenting explicit consent for calling, as required by TCPA and GDPR. This proof of consent is critical even for numbers not on a DNC list.
Understand International Regulations: As you're in Bangladesh, be extremely diligent about the compliance requirements of the countries you are calling (e.g., US TCPA, EU GDPR, Canada's CASL, local DNC lists).
By combining Salesforce's native capabilities with robust third-party integrations, you can create a comprehensive system to effectively block telephone numbers for leads, ensuring compliance and protecting your business from legal risks.