Only admins with the Manage all users permission can block or unblock numbers. If you don’t see the block control, ask an admin to help.
Block a number
Open the Smart Inbox and select the contact.
Click Edit contact in the contact details panel.
Under Phone numbers, click the red block icon beside the number you want to block.
Enter a reason for blocking the number (up to 300 characters).
Click Block to confirm.
The number must already be saved on the contact. If you have just added or changed it, save the contact and reopen Edit contact first.
What happens when a number is blocked?
Your entire company stops receiving incoming calls, SMS and WhatsApp messages from that number.
Blocking cannot be limited to individual teammates, it applies for the entire company.
The block applies to the number. Other numbers on the same contact are not automatically blocked.
The contact shows a Blocked badge, and the blocked number appears in red. Hover over the blocked indicator to see who blocked it and when.
Existing conversation history remains available.
Blocking does not prevent your team from sending messages to the number.
Important: Message blocking is immediate. Call blocking can take up to a few hours to apply.
Unblock a number
Open the contact and click Edit contact.
Click the block icon beside the blocked number.
Click Unblock to confirm.
Your whole team can receive new calls, SMS and WhatsApp messages from the number again.
Missing a contact’s replies?
Check whether their number is marked as blocked before investigating a delivery problem. An admin can review the block and unblock the number if appropriate.