Reaching Out to Customers Whose Number is on DND

Reaching Out to Customers Whose Number is on DND

What is this DND?

If you have ever owned a mobile phone in India, you would have received calls that can only be classified as “spammy”. These calls could range from selling weight loss programs to fake lottery prizes to the favorite of them of all – credits cards!

don't disturb-dnd-exotelPhone calls are a fantastic medium for businesses to get in touch with their customers. Unlike emails that can be ignored, phone calls are a medium of immediate resolution.

But because of a few tele-callers who misused this, the TRAI introduced Do Not Disturb (DND) lists. By enlisting to be a DND number, callers are protected from unsolicited calls.

Advantages of DND:

1.  The National Do Not Call Registry is a fantastic way for cell phone users to protect themselves against unwanted calls.

2.  It is also an excellent way to ensure that your phone number is not circulated endlessly among tele-callers and marketers.

How can businesses reach numbers listed as DND?

Phone calls, just like SMS, can be classified into two types primarily – transactional SMS and promotional SMS.

a. Promotional calls are the ones that the DND registry aims to protect mobile phone users from.
b. Transactional calls are necessary for businesses to get in touch with their customers.

Related Read: Increase Your Business Efficiency Using Virtual Phone Number in India

Using Exotel to reach out to customers on the DND registry

At Exotel, we do not support promotional calls.
However, using Exotel to reach out to your customers on the DND is a simple and straightforward process.

Identifying your customers

If a customer has reached out to you over calls or SMS on your Exophone in the last 2 months, you will automatically be able to call and SMS then via Exotel. These customers are referred to as “Whitelisted Customers”.

In case your customer has not called you on your Exophone, you can still whitelist them using our Customer Whitelist APIs. Here’s how: You can send an SMS to your clients asking for permission to contact them.

For Example: This is to confirm that you have registered with and have permitted us to call you. If this is not the case, please give a missed call to 09XXXXXXXX. Thank you.

If the person does not want to receive calls from you, they can ‘unsubscribe’ by giving a missed call to the number mentioned in the SMS. If they do not unsubscribe, they automatically get added to the list of “Whitelisted Customers.”

What if someone unsubscribes?

During the process of whitelisting, if more than 3 customers choose to unsubscribe, the process of whitelisting changes.
Instead of giving a missed call to unsubscribe, they will need to subscribe to your calling by giving a missed call.
This is done to ensure that this whitelist API is used only for transactional calls.
You can read more about customer whitelisting and access the code to do this whitelisting using our APIs here.

What our customers have to say


Exotel's automated calls have helped in increasing our service levels and reducing our costs since there is no need for any manual intervention.

Senior Manager - Operations and Strategy

Prateek Jain

The number masking feature has been a very worthy addition to making our customer experience even better.

Former Associate Director - Driver Experience, Olacabs

Satish Chugh

Very supportive and understanding staff who have lived up to every expectation, and at times exceeded them too.

Senior Manager- Last Mile Design, Ekart

Shashank ND

We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable.

Co-Founder & CEO, Practo

Praveen Kumar

Exotel's APIs are very clearly defined. Our tech team could integrate them in no time. It’s easy to incorporate into any product.

Assistant Vice President, Quikr Services

Kumar Vinod

We used to use a traditional PBX system before. But that doesn’t have the capabilities of Exotel’s IVR system. So, we decided to use Exotel for our IVR cancellation system.

Senior Manager - Operations, redBus


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