At the bottom of the Channels screen, below every channel-type card, there’s a separate section: “Blocked senders”. It gathers, in one place, every customer your team has blocked from any conversation — whatever their channel of origin — so you can see and unblock them without having to hunt down each conversation one by one. The procedure for blocking someone (what it exactly means, what the blocked customer sees, and how to unblock them from their own conversation) is in manual 16 · Conversations, section 12.
Requirements: Admin or Editor role — the same conversation-management permission as blocking or resolving a chat.
- Go into Channels and scroll to the bottom of the screen.
- Tap the “Blocked senders” header to expand the section.
The table shows, for each blocked sender: their identity (masked — never the full number or chat id), the channel, the reason chosen when blocking them, the note if one was left, when they were blocked, and an Unblock button.
- To lift a block, tap Unblock on its row.
- Confirm in the prompt that appears.
Result: the sender disappears from this table and goes back to getting a normal reply from their next message on, on any channel.
When you have no blocked senders, the section shows that clearly instead of an empty table:
Note — Data protection
A blocked sender’s identity is your customer’s personal data: that’s why it’s always shown masked here, and it’s deleted as soon as the channel or your account is deleted, or if that customer exercises their right to erasure.