Block (and unblock) contacts safely in a few steps
If you just need the essentials, follow this:
- Understand what Blocked means vs Stopped
- Block a contact from Contacts using the Block icon
- Unblock a contact from Contacts → Blocked
- Optionally block automatically in a flow with Update Contact → Status = Blocked
- Troubleshoot: why messages won’t send or why blocked contacts still “message” you
You’re done. Blocked contacts are suppressed from outbound messaging and their inbound messages are archived automatically.
Step-by-Step Process
Blocking is useful for handling spam, abuse, or persistent unwanted behavior.
When a contact is Blocked:
- they are removed from all groups
- they cannot receive outgoing messages
- all incoming messages are automatically archived
- flows will not send messages to them
Blocked contacts remain in your workspace but are effectively ignored.
Blocked contacts are ignored completely, while Stopped contacts cannot receive messages but may become Active again if they send a message (unless restricted by the channel provider).
- Go to Contacts.
- Select the contact by checking the box next to their name.
- Click the Block icon.
[CAPTURE: Contacts list with a contact selected and the Block icon highlighted.]
Once blocked, the contact is removed from all groups and incoming messages are archived automatically.
You can unblock a contact at any time.
- Go to Contacts.
- Click the Blocked sub-category under the Contacts header.
- Select the contact.
- Click Unblock.
[CAPTURE: Contacts view filtered to “Blocked” with a contact selected and the Unblock button visible.]
After unblocking, the contact returns to Active status but is not automatically re-added to groups.
You can also block contacts automatically when they send certain words (for example, offensive language or persistent spam).
Example use cases
- Detect abusive language
- Block spam triggered by public keywords
- Protect agents and systems from harmful content
How it works
- Collect a response using Wait for Response.
- Use rules or expressions to detect undesired words.
- Add an Update Contact action.
- Set Status = Blocked.
[CAPTURE: Flow showing response rules detecting offensive language.]
[CAPTURE: Update Contact action with Status set to Blocked.]
Once blocked, all future incoming messages from the contact are archived and ignored.
Clarifications
- Blocked contacts cannot receive any outbound messages.
- Flows will not send messages to blocked contacts.
- Blocked contacts may technically send messages, but messages are archived and flows are not triggered.
Best practices
- Use Blocked for abuse or spam.
- Use Stopped for opt-outs.
- Avoid blocking contacts unless necessary.
- Combine language detection + blocking in flows when you need automation.
Common Issues & Quick Fixes
Problem: A blocked contact keeps sending messages.
Fix: This is expected. Messages are received but archived automatically and do not trigger flows.
Problem: I accidentally blocked a contact.
Fix: Go to Contacts → Blocked, select the contact, and click Unblock.
Problem: Messages are not sending to a contact.
Fix: Check the contact’s status. If the contact is Blocked, unblock them (if appropriate) to restore outbound messaging.