When a customer writes with spam, insults or an attempted scam, your team doesn't need to keep replying and the AI doesn't need to keep spending turns on them: you can **block the sender** directly from their conversation. **What blocking a sender does exactly:** - They stop getting a reply **entirely** on that channel — neither from the AI nor from a person on your team — and they can't open new conversations with you while blocked. It isn't a warning: it's total silence, so your team's time and AI usage aren't spent on a sender you already know is a problem. - The block is **by identity on that channel** (their WhatsApp number, their Telegram chat, or their web chat visitor) and **only affects your business**: if the same number writes to another business that also uses [your platform's name], they're not blocked there. - It doesn't expire on its own. They stay blocked until someone on your team unblocks them on purpose (see below). **Requirements:** Admin or Editor role — the same permission as taking control and resolving conversations (section 4). 1. Open the conversation of the sender you want to block. 2. Tap **Block sender**, in the header, next to **Resolve**. 3. Choose a **reason** from the list (Spam, Abuse, Fraud or Other) and, if you want, add a short **note** so your team remembers why they were blocked. 4. Tap **Block** to confirm. **Result:** the conversation's header now shows the **"Sender blocked"** badge and the button changes to **Unblock**. **What the blocked customer sees**: nothing explicit. On WhatsApp, Telegram or email, their message simply gets no reply — neither from the AI nor from a person. In your website chat, the conversation shows as **"unavailable"**, with no detail: we never tell them "you're blocked" or why, so as not to give away how to get around it. ## Unblocking a sender You can unblock someone in two ways: from their own conversation, or from **Channels** if you don't have it at hand. 1. Open the blocked sender's conversation (you'll see the "Sender blocked" badge in the header). 2. Tap **Unblock**. **Result:** they go back to getting a normal reply from their next message on. To unblock from **Channels → Blocked senders** instead of from the conversation, see **manual 24 · Channels, section 13**. You can also **filter the inbox** to see at a glance which conversations have a blocked sender: open the filter panel (icon next to the Mine/All/Queue tabs, section 2) and choose **"Blocked"** in the **"Blocked sender"** filter. The list narrows to those conversations and each card shows the same badge. > **Note — It works the same on mobile** > > The "Block sender" button is always in the conversation's header, on the mobile view too — only the screen layout changes, never the procedure. > **Note — Data protection** > > The identity left blocked (the number, chat id or visitor) is personal data: on screens that list it, it's shown **masked** (never in full), and it's automatically deleted if you delete the channel, your tenant, or if that customer exercises their right to erasure — it never survives as a separate trace.