Ongoing innovations in communication technologies enable companies to engage with customers through ever-new forms of communication such as the internet and, above all, email. However, it is often forgotten that email is an interactive medium. As a result, companies refuse communication by sending so-called do-not-reply emails, requesting that recipients do not respond (directly) to them. This leads to a loss of the dialogic nature of communication, turning it into a monologue. Judith Schloffer discusses and systematizes the phenomenon of more or less intentionally induced disruption and refusal of communication and interactivity between companies and customers in general, and specifically within the framework of email communication, empirically examining the effects of this refusal on customer relationships.