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Who uses this: Admins, Team Managers, and Service Agents — Limited Agents don’t have access to Engage; a block applies to your whole team. Availability: United States and Canada · Requires the Engage add-on.
Blocking a number in Engage stops calls and texts to and from that number for you and everyone on your team. You can block a contact, a customer, or an unknown number, and you can add a number to the block list even if it has never contacted you — useful for shutting down known spam before it reaches your crew.

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Overview

A block in Engage is team-wide. Once a number is blocked, no one on your team can call or text it and it can’t call or text any of you — all communication in both directions stops. You can block a number from three places, and you manage every blocked number from one Blocked Contacts list in Engage settings. There is no limit to how many numbers you can block.

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Video walkthrough

Watch the blocking a phone number walkthrough for a full run-through. The written steps below stand on their own.

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Block a number

You can block a number from three places in Engage.

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From a conversation

  1. Open the conversation thread in Engage.
  2. Select the block icon in the top-right corner of the screen.
  3. Confirm when prompted to block the number.
Block icon in the top-right corner of an Engage conversation thread

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From a list view

  1. Go to any list view, such as calls or voicemails.
  2. Select a number to open it.
  3. Select the block icon on the call log detail or voicemail page.
Block icon next to the phone number on the Call Log Details page in the Engage Calls tab

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For a customer

  1. Open the customer’s details.
  2. Select the block option to stop all communication with that customer.
Block icon at the top of a customer's communication view in the Engage Customers tab

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Block a number preemptively

You can add a number to the block list even if it has never contacted you and isn’t saved in your contacts. This is useful for blocking known spam numbers before they reach your team. In the Blocked Contacts section of Engage settings, use the Add Number to Your Block List field — search for a customer or contact to block, or type an unknown number. Add Number to Your Block List field in the Blocked Contacts section of Engage settings

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Manage and unblock numbers

  1. Go to the Blocked Contacts section in your Engage settings. This lists every blocked number, with a search function to find a specific one.
  2. To unblock, select the number and confirm to allow communication again.
A blocked conversation shows a Blocked label, and its message box is replaced with a notice that the phone number has been blocked, including a Click here to unblock link. Blocked conversation in Engage showing the Blocked label and the unblock notice in the message box A number is blocked when it appears in your Blocked Contacts list and neither you nor your team can call or text it — and unblocking it from that same list restores communication in both directions.