When a customer writes with spam, insults or an attempted scam, your team doesn’t need to keep replying and the AI doesn’t need to keep spending turns on them: you can block the sender directly from their conversation.
What blocking a sender does exactly:
- They stop getting a reply entirely on that channel — neither from the AI nor from a person on your team — and they can’t open new conversations with you while blocked. It isn’t a warning: it’s total silence, so your team’s time and AI usage aren’t spent on a sender you already know is a problem.
- The block is by identity on that channel (their WhatsApp number, their Telegram chat, or their web chat visitor) and only affects your business: if the same number writes to another business that also uses [your platform’s name], they’re not blocked there.
- It doesn’t expire on its own. They stay blocked until someone on your team unblocks them on purpose (see below).
Requirements: Admin or Editor role — the same permission as taking control and resolving conversations (section 4).
- Open the conversation of the sender you want to block.
- Tap Block sender, in the header, next to Resolve.
- Choose a reason from the list (Spam, Abuse, Fraud or Other) and, if you want, add a short note so your team remembers why they were blocked.
- Tap Block to confirm.
Result: the conversation’s header now shows the “Sender blocked” badge and the button changes to Unblock.
What the blocked customer sees: nothing explicit. On WhatsApp, Telegram or email, their message simply gets no reply — neither from the AI nor from a person. In your website chat, the conversation shows as “unavailable”, with no detail: we never tell them “you’re blocked” or why, so as not to give away how to get around it.
Unblocking a sender
Section titled “Unblocking a sender”You can unblock someone in two ways: from their own conversation, or from Channels if you don’t have it at hand.
- Open the blocked sender’s conversation (you’ll see the “Sender blocked” badge in the header).
- Tap Unblock.
Result: they go back to getting a normal reply from their next message on. To unblock from Channels → Blocked senders instead of from the conversation, see manual 24 · Channels, section 13.
You can also filter the inbox to see at a glance which conversations have a blocked sender: open the filter panel (icon next to the Mine/All/Queue tabs, section 2) and choose “Blocked” in the “Blocked sender” filter. The list narrows to those conversations and each card shows the same badge.
Note — It works the same on mobile
The “Block sender” button is always in the conversation’s header, on the mobile view too — only the screen layout changes, never the procedure.
Note — Data protection
The identity left blocked (the number, chat id or visitor) is personal data: on screens that list it, it’s shown masked (never in full), and it’s automatically deleted if you delete the channel, your tenant, or if that customer exercises their right to erasure — it never survives as a separate trace.