Block a contact
If someone is spamming or abusing your chat, you can block them. Their messages stop reaching your inbox, and they are never told they were blocked. You can lift a block at any time.
Blocking is available on every plan.
Block someone
- Go to Inbox and open their conversation.
- Click More actions (the three dots at the top right of the conversation).
- Click Block contact.
- Confirm with Block.
The conversation is marked Resolved and its unread count is cleared, so it drops out of your Pending and Unread lists. A red Blocked badge appears on the conversation, both in the list and at the top of the thread.
What happens when someone is blocked
- Nothing they send reaches you again: chat messages, email replies, and emails to your support address are all dropped.
- The AI never answers them, and you get no notifications about them.
- Their conversation stops moving. It won't jump to the top of your inbox or come back as unread.
- They are not told. Their chat window still opens and still accepts what they type, it simply goes nowhere. Announcing the block would only teach an anonymous visitor to clear their browser data and come back with a clean slate.
- You can't reply either. The reply box is replaced by a notice with an Unblock button.
A block follows the person, not the conversation. Deleting the conversation does not lift it, and if the same person later signs in as a customer, the block carries over to their customer record.
Unblock someone
- Open their conversation in the Inbox.
- Click More actions, then Unblock contact. You can also click Unblock in the notice above the reply box.
Unblocking takes effect right away, with no confirmation step. Everything they wrote while blocked appears in the thread, so a block you made by mistake leaves no gap in the conversation. The conversation stays resolved until their next message reopens it.
For everything else you can do from a conversation, see Manage conversations in the inbox.
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