DNC.com Integration in Shape Software

Shape’s DNC.com integration allows organizations to incorporate Do Not Call screening, Established Business Relationship checks, consent-based rules, and internal DNC management directly into their Shape workflows.

Instead of requiring users to manually check phone numbers outside of Shape, administrators can configure when DNC checks occur and how Shape should respond to the results returned by DNC.com.

The integration can be configured to perform checks during events such as:

• Record creation
• Call attempts
• Text attempts
• New phone numbers being saved
• Selected status changes

Administrators can also configure marketing source consent periods, Established Business Relationship logic, DNC check frequency, result-code behavior, and optional synchronization with an Internal DNC list.

Before You Begin

Before configuring the integration, make sure you have an active DNC.com account and the credentials required to connect it to Shape.

Depending on your DNC.com services, your configuration may use:

• DNC Scrub
• EBRMaster
• Internal DNC
• Litigator Scrub or other services enabled through your DNC.com account

The exact services available depend on your DNC.com subscription.

If you are unsure which services or credentials are included with your account, contact DNC.com directly.

Accessing the DNC.com Integration

To configure DNC.com in Shape:

1. Navigate to Settings.
2. Select Apps & Integrations.
3. Locate the DNC.com integration.
4. Enter the applicable DNC.com credentials.
5. Configure the integration settings described throughout this guide.
6. Save your changes.

The DNC.com settings are divided into several areas:

• Marketing Source Consent
• DNC Check Frequency
• Grace Period
• EBR Code Definitions
• Scrub Engine Result Code Preferences
• Internal Do Not Call List Management

Each section controls a different part of how Shape communicates with DNC.com and responds to its results.

How DNC.com Checks Work in Shape

The integration can use several DNC.com services together.

When multiple services are configured for the same event, Shape processes them in the appropriate order so the most current information is available for the final DNC check.

The general processing sequence is:

1. Internal DNC
2. EBRMaster
3. Scrub Engine

For example, an EBR request may update the relationship information associated with a phone number before Shape performs the Scrub Engine request.

The exact API requests made depend on the options you have enabled for each event.

Marketing Source Consent

The Marketing Source Consent section allows you to define specific marketing sources that have an associated consent timeframe.

This is useful when a record enters Shape from a source where your organization has collected or received applicable consent information.

For each applicable source, select:

• Marketing Source
• Consent Timeframe

You can configure multiple sources with different consent periods. For example:

These are examples only. The source and timeframe should reflect the consent information your organization actually receives or collects.

How Marketing Source Consent Affects DNC Checks

When a record qualifies for an active Marketing Source Consent configuration, Shape can account for that consent period when determining which DNC.com checks need to run.

This allows the DNC workflow to distinguish between records with applicable source-based consent and records that need to follow the standard EBR and Scrub Engine process.

Other applicable protections, including Internal DNC or additional services configured through DNC.com, may still apply.

Storing Consent Information in Shape

When possible, we recommend passing the underlying consent information into Shape along with the record.

Depending on your workflow, this may include fields such as:

• Consent date or entry date
• User IP address
• Source URL
• Opt-in method
• Opt-in date and time
• Opt-in language
• Consent certificate or identifier
• Marketing source

If the consent originates with a third-party provider, that provider or the originating integration must supply the applicable consent data. Shape does not generate third-party consent information on behalf of the provider.

DNC Check Frequency

The DNC Check Frequency section determines which events cause Shape to communicate with DNC.com.

For each available event, administrators can independently enable the applicable services, including:

• EBR
• Scrub Engine

This gives you control over when a phone number is checked rather than requiring every DNC service to run during every record interaction.

Record Creation

Enable this option if you want the selected DNC.com service to run when a new record is created in Shape.

Depending on your configuration, Shape can run:

• EBR
• Scrub Engine
• Both

This allows DNC processing to begin as soon as the record enters Shape.

Call Attempt

When enabled, Shape runs the selected DNC check before an applicable outbound call attempt.

This allows Shape to evaluate the phone number using your current DNC configuration before the call proceeds.

Text Attempt

When enabled, Shape runs the selected DNC check before an applicable outbound text attempt.

If the returned result causes Shape to apply a texting restriction based on your configured result-code preferences, the text will not proceed.

New Phone Number Saved

Shape can automatically run selected DNC checks when a new phone number is saved to the primary contact.

This applies to supported primary contact phone fields, such as:

• Mobile Phone
• Home Phone
• Work Phone

This is particularly useful when a phone number is added to an existing record after the record was originally created.

Status Change

DNC activity can also be triggered when a record moves into selected statuses.

Select the statuses that should initiate the check, then choose whether Shape should run:

• EBR
• Scrub Engine
• Both

This allows DNC processing to occur when a record reaches a meaningful point in your organization’s workflow.

Grace Period

The Grace Period controls how long a previous DNC result can be considered current before Shape needs to perform another applicable check.

For example, if a phone number was recently checked and another enabled trigger occurs during the Grace Period, Shape can use the existing DNC information rather than immediately submitting another request.

Once the Grace Period has expired, the next applicable trigger can initiate a new check.

This can help balance the need to keep DNC information current with the number of API requests sent to DNC.com.

Your Grace Period should be configured based on your organization’s requirements and DNC.com setup. If you are unsure which timeframe is appropriate, review the setting with the appropriate compliance resources within your organization and DNC.com.

EBR Code Definitions

Shape supports DNC.com’s EBRMaster functionality, allowing qualifying Established Business Relationship information to be sent to DNC.com.

The available EBR classifications are:

• P – Permission
• S – Sale
• I – Inquiry

Shape allows administrators to define the conditions that determine when each classification should be used.

How Shape Evaluates EBR Codes

When an EBR check occurs, Shape evaluates the configured EBR definitions in the following order: P → S → I.

The first qualifying definition is used for the request.

Only one applicable EBR classification is submitted for that request.

Shape also uses DNC.com functionality designed to preserve an existing stronger EBR when applicable rather than unnecessarily replacing it with a lower-priority EBR.

P – Permission

Use the P – Permission section to define the conditions your organization uses to identify records with applicable permission.

You can configure the rule using available Shape fields and filters.

Potential fields may include:

• Marketing Source
• Consent Status
• Consent Date
• Opt-In Method
• Opt-In Language
• Source URL
• User IP
• Status
• Other applicable custom fields

You will also select the Date of Last Qualifying Activity that Shape should send as part of the EBR information.

Your organization is responsible for determining what conditions qualify a record for the Permission classification.

S – Sale

Use the S – Sale section to define records that meet your organization’s criteria for the Sale EBR classification.

Depending on your Shape configuration, this could be based on fields such as:

• Status
• Transaction status
• Closed Date
• Funded Date
• Purchase Date
• Customer Date
• Other applicable transaction fields

You will also select the appropriate Date of Last Qualifying Activity.

The available fields vary depending on your Shape configuration and industry.

I – Inquiry

Use the I – Inquiry section to define records that meet your organization’s criteria for the Inquiry EBR classification.

You can use available Shape fields and filters to identify qualifying records.

Examples of information that may be useful when building the rule include:

• Record status
• Creation information
• Inquiry source
• Marketing source
• Applicable activity fields
• Custom fields

You will also select the Date of Last Qualifying Activity associated with the Inquiry definition.

Date of Last Qualifying Activity

Each EBR definition includes a Date of Last Qualifying Activity.

This determines which applicable date Shape sends to DNC.com with the EBR request.

Available options depend on the fields configured in your system and may include dates such as:

• Created Date
• Application Date
• Funded Date
• Closed Date
• Last qualifying activity
• Other supported date fields

Select the field that corresponds with the EBR rule your organization has configured.

Adding Custom Filters to EBR Definitions

Each EBR definition can include additional filters to further define which records qualify.

To add a filter:

1. Select Add Custom Filters.
2. Choose the applicable Field.
3. Select the Filter Option.
4. Enter or select the applicable Value.
5. Add additional conditions as needed.
6. Save your changes.

For example, a configuration could use:

Field: Status
Filter: In List
Value: Selected statuses

Or:

Field: Marketing Source
Filter: Equal To
Value: Selected source

These examples demonstrate how the filtering tools work and are not recommendations for determining EBR eligibility.

Scrub Engine Result Code Preferences

The Scrub Engine Result Code Preferences section controls what Shape should do when DNC.com returns a particular result code.

For each supported result code, administrators can select the communication restrictions that Shape should apply.

Available options include:

• Full Opt-Out
• Do Not Call
• Do Not Text
• Do Not Email
• Manual Text Only

This allows your organization to determine how each DNC.com result should affect communication within Shape.

Understanding the Available Restrictions

Full Opt-Out

Full Opt-Out applies the broadest communication restriction available through this configuration.

When selected for a result code, Shape applies the corresponding contact restrictions across applicable communication channels.

Do Not Call

Prevents applicable outbound calling to the record.

Do Not Text

Prevents applicable outbound text messaging to the record.

Do Not Email

Prevents applicable outbound email communication to the record.

Manual Text Only

Restricts applicable automated texting while allowing permitted one-to-one manual texting.

This option can be useful when your organization’s configuration distinguishes between automated SMS activity and manually initiated one-to-one communication.

DNC.com Result Codes

The Scrub Engine can return different result codes based on the phone number and the services enabled within your DNC.com account.

Shape provides configuration options for supported codes such as:

The descriptions displayed within Shape are based on the corresponding DNC.com results.

For each result, select the restrictions your organization wants Shape to apply.

Because the appropriate treatment of a result can depend on your organization, industry, jurisdiction, DNC.com services, and other factors, Shape does not prescribe which restriction should be selected for each code.

If you need clarification about what a DNC.com result code means, contact DNC.com. Questions regarding how your organization should respond to a particular result should be reviewed with your appropriate compliance resources.

Internal Do Not Call List Management

Shape can also integrate with your organization’s Internal DNC list in DNC.com.

This allows Shape to automatically add or remove phone numbers from the Internal DNC list when configured events occur.

This section is optional. If your organization does not use DNC.com for Internal DNC management, these settings do not need to be configured.

There are two primary configurations:

• Add to Internal DNC
• Remove from Internal DNC

Add to Internal DNC

Use Add to Internal DNC to determine when Shape should send a phone number to your organization’s Internal DNC list.

Available trigger types can include:

• Status Changes
• Opt-Out Events

Status Changes — Select the statuses that should trigger the Internal DNC action. You can also add additional conditions to further define when the number should be added.

Opt-Out Events — Select the applicable opt-out events that should trigger the Internal DNC action. Depending on the available configuration, these may include preferences such as:

• Do Not Call
• Text Opt-Out
• Other applicable opt-out settings

Additional filters can be added when more specific logic is required.

Remove from Internal DNC

Use Remove from Internal DNC to determine when Shape should send a request to remove a phone number from your organization’s Internal DNC list.

Available triggers can include:

• Status Changes
• Opt-In Events

You can select the applicable statuses or opt-in events and add additional conditions when needed.

Because removing an existing communication restriction may have compliance implications, access to applicable opt-in functionality should be limited to the appropriate user roles within your organization.

Shape Communication Preferences and DNC.com

DNC.com integration settings work alongside Shape’s existing communication preferences.

These can include:

• Do Not Contact
• Do Not Call
• Text Opt-Out
• Email Unsubscribe
• Applicable one-to-one or TCPA consent preferences

An external DNC result or EBR classification does not automatically remove an explicit communication preference already applied within Shape.

For example, if a record is already marked Do Not Call in Shape, receiving an EBR result does not by itself mean Shape should remove that existing preference.

This helps ensure that the DNC.com integration works with, rather than replaces, the communication preferences maintained on the record.

Controlling Who Can Remove Communication Restrictions

Shape’s Role Permissions can be used to control which user roles are permitted to turn certain communication restrictions back off after they have been enabled.

Depending on your configuration, permissions can be managed for actions such as:

• Do Not Contact Opt-In
• Do Not Call Opt-In
• Texting Opt-In
• Email Unsubscribe Opt-In
• 1:1 or TCPA Consent Opt-In

This is particularly important for organizations that want users to be able to apply an opt-out while limiting who can subsequently remove it.

Review your organization’s Role Permissions when configuring the DNC.com integration so the appropriate users have access to these actions.

Reviewing DNC Activity

DNC-related activity is recorded within Shape so administrators can review what occurred on a record.

Depending on the action, you can use the record’s activity information to understand:

• When a DNC check occurred
• Which event initiated the check
• Which DNC-related action occurred
• What information was returned
• What communication preferences were applied

This is useful when troubleshooting why a call, text, or other communication was restricted.

If Shape received a particular result from DNC.com and you need assistance understanding why DNC.com returned that result, contact DNC.com.

If the result was received correctly but Shape did not behave according to your configured settings, contact Shape Support.

How DNC Checks Affect Calls

When Call Attempt checking is enabled, Shape can perform the configured DNC checks before placing the outbound call.

The general flow is:

User attempts call → Shape performs applicable DNC check → DNC.com returns result → Shape evaluates configured preferences → Call proceeds or is restricted

If the result causes Do Not Call or another applicable restriction to be enabled, Shape prevents the restricted communication.

How DNC Checks Affect Text Messages

When Text Attempt checking is enabled, Shape can perform the configured DNC checks before sending the text.

The general flow is:

User attempts text → Shape performs applicable DNC check → DNC.com returns result → Shape evaluates configured preferences → Text proceeds or is restricted

If the result applies Do Not Text, Full Opt-Out, or another applicable texting restriction, Shape prevents the restricted message from being sent.

How DNC Checks Affect Newly Added Phone Numbers

When New Phone Number Saved checking is enabled, Shape can evaluate a newly added primary phone number without requiring the record itself to be newly created.

This is useful when:

• A user adds a mobile number to an existing record
• A phone number is updated
• New contact information is received later in the customer lifecycle

The check applies to the supported primary phone fields configured for this functionality.

Testing Your DNC.com Configuration

Before relying on a new DNC configuration throughout your organization, test the applicable workflows with controlled records.

Consider testing scenarios that exercise the different parts of your configuration, such as:

• Record creation
• Call attempt
• Text attempt
• New phone number saved
• Configured status change
• Permission EBR logic
• Sale EBR logic
• Inquiry EBR logic
• Internal DNC addition, if enabled
• Internal DNC removal, if enabled
• Different Scrub Engine results

For each test, verify that:

1. The expected trigger occurs.
2. The correct DNC.com service runs.
3. The expected EBR information is sent when applicable.
4. Shape receives the DNC.com response.
5. The configured communication preference is applied.
6. The DNC activity is recorded correctly.

Testing each component separately can make it much easier to identify whether an unexpected result is related to a Shape configuration, an EBR rule, or the response returned by DNC.com.

Recommended Configuration Review

Because the integration includes several layers of logic, it is helpful to review the entire configuration together rather than treating each section independently.

Before activation, verify:

• ✓Your DNC.com credentials are correct.
• ✓Applicable Marketing Source Consent rules are configured.
• ✓The desired DNC Check Frequency events are enabled.
• ✓Your Grace Period is configured.
• ✓EBR definitions are complete for any enabled EBR checks.
• ✓The appropriate Date of Last Qualifying Activity is selected for each EBR.
• ✓Scrub Engine result-code preferences have been reviewed.
• ✓Internal DNC rules are configured if your organization uses them.
• ✓Shape Role Permissions appropriately control opt-in actions.
• ✓Your configuration has been tested with controlled records.

Frequently Asked Questions

Troubleshooting

A call or text is being blocked unexpectedly

Start by reviewing:

1. The communication preferences currently applied to the record.
2. The most recent DNC activity.
3. The DNC.com result returned for the phone number.
4. Your Scrub Engine Result Code Preferences.
5. Whether an Internal DNC restriction is present.
6. Whether another existing Shape opt-out is already enabled.

If Shape is applying a different restriction than the one configured for the returned result, contact Shape Support.

DNC checks are happening more frequently than expected

Review:

• DNC Check Frequency
• Grace Period
• Enabled call and text triggers
• Status Change triggers
• New Phone Number Saved settings

Multiple enabled events can cause DNC processing at different points throughout a record’s lifecycle.

EBR is not being sent as expected

Verify that:

• EBR is enabled for the applicable trigger.
• The applicable EBR definition has been configured.
• The record satisfies the configured filters.
• A Date of Last Qualifying Activity has been selected.
• The record contains the data required by the rule.

A record is not being added to Internal DNC

Review:

• Whether Internal DNC management is enabled.
• The selected trigger type.
• The selected statuses or opt-out events.
• Any additional conditions applied to the rule.
• Whether the record actually meets all required conditions.

A communication restriction cannot be removed

Review the user’s Role Permissions.

Your organization may restrict the ability to reverse DNC, calling, texting, email, or other communication preferences to specific user roles.

Getting Help

If you need help with the Shape configuration or behavior of the integration, contact Shape Support.

Examples include:

• A configured trigger is not running.
• Shape is not applying the restriction selected for a result code.
• An EBR rule is not evaluating as expected.
• Internal DNC automation is not firing.
• DNC activity is not appearing correctly on the record.

If you need help with your DNC.com account, API services, or the meaning of a DNC.com response, contact DNC.com.

For questions about your organization’s legal or regulatory obligations, consult your organization’s legal or compliance resources.

This separation helps make troubleshooting much faster by identifying whether the question relates to the Shape workflow, the DNC.com response, or your organization’s communication policies.