Applies to: All
Overview
Blocking stops a customer from sending further messages to your team on the channel they used, such as their email address or phone number. The conversation moves into the Blocked view of your Inbox. Block is available only from a conversation in the Inbox. It is not on the customer profile.
Select Inbox and open the customer's conversation.
Select the ... menu at the top right of the conversation, next to Close.
Select Block.
To reverse it, open the conversation from the Blocked view and select Unblock.
What blocking does
Only the channel the customer messaged from is blocked. For example, blocking an email conversation blocks that email address, and staff can still reach the customer by text or WhatsApp.
The conversation moves to the Blocked view of the Inbox and no longer appears with your open or closed conversations.
The conversation shows the note "Someone on your team blocked this email address from sending further messages," and the Close button is replaced with Unblock.
Blocking does not stop campaigns. A blocked customer can still receive campaign messages on that channel. To stop campaigns, select Unsubscribe from the same menu. To stop every message to an email address or phone number, use the suppression list.
The customer profile does not show that a customer is blocked. Use the Blocked view in the Inbox to see blocked conversations.
The customer's profile, order history and notes stay in Endear. Nothing is deleted.
Step-by-step guide
1. Select Inbox.
2. Select the conversation with the customer you want to block. Select the ... menu at the top right of the conversation, next to Close. Select Block. The conversation moves to the Blocked view of your Inbox, and a note at the bottom of the conversation confirms the channel is blocked.
How to find and unblock a blocked customer
1. Select Inbox, then use the status filter to switch to the Blocked view.
2. Select the conversation you want to restore. Select Unblock at the top right of the conversation. The customer can message your team again on that channel.
Block vs. other ways to stop contact
Action | Where to find it | What it does | Who can use it |
Block | Inbox conversation ... menu | Stops the customer from sending further messages on that channel. Best for spam or unwanted senders. Does not stop campaigns. Can be reversed with Unblock. | All |
Unsubscribe | Inbox conversation ... menu | Removes the customer's marketing consent so they stop receiving campaigns. Can be reversed by resubscribing. | All |
Suppress | Settings, by CSV import | Stops every message, including campaigns, to a specific email address or phone number. | Admins |
Archive | Customer profile | Hides the customer so Users can't view or contact them. Can be restored. | Managers and Admins |
Erase data | Customer profile | Permanently removes the customer's personal data, for privacy or GDPR requests. Cannot be undone. | Admins |
Related articles: How do I unsubscribe customers?, How do I suppress a customer from being contacted?, How do I archive or unarchive a customer?, How do I erase customer data?, Understanding open vs. closed conversation statuses
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