🛑Block contacts

The “Block Single Contact” feature lets you block a specific contact on a particular channel (for example, web chat or LINE). After blocking, messages sent by that contact will no longer trigger chatbot flows or auto-replies, and the system will not create new conversations, preventing continued incoming interference with agent service.

For example, when encountering malicious messages, test accounts, or persistently harassing contacts, you can block them directly using this feature to prevent the system from continuously creating conversations or triggering automated flows.

How to block a single contact

If you need to block a specific contact, you can operate using either of the following two methods:

Method 1: Block from the help desk

After opening the conversation in the help desk, click the “Block” button above that contact’s message channel to block the contact directly.

Method 2: Block from the contacts page

Go to the “Contacts” page, find the contact, and click the “Block” button in the action menu to complete the setting.

After clicking “Block,” you can optionally fill in the following information:

• Notes: You can record the reason for blocking or related explanations to facilitate later lookup and management.

Behavior when blocking and unblocking

When you perform “Block” or “Unblock” on a contact, the system will handle the current conversation state as follows:

When blocking

1. If currently in a conversation If you are currently conversing with that contact, the system will immediately end that conversation after blocking, and both the conversation and the contact status will be marked as “Blocked.”

2. If not currently in a conversation If there is no ongoing reply to that contact at the time, any existing ongoing conversations for that contact (for example, waiting, being assigned, etc.) and the contact status will all be terminated and updated to “Blocked.”

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Behavior during the blocking period

1. Messages will still be recorded If a blocked contact continues to send messages or triggers new event records, they will still be received and uniformly recorded in the most recent conversation entry.

2. Cannot reply or make contact Agents can still view the content sent by the contact, but the system does not allow sending messages to or performing any interactions with that contact.

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Behavior after unblocking

1. Restore default flows After a contact is unblocked, the chatbot, auto-reply, or other default flows will only be re-triggered by the contact’sfirst new message.

2. Messages sent during the blocking period will not be reprocessed Messages a contact sent during the blocking period will only be recorded by the system and will not retroactively trigger the chatbot or any automated flows.