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Who uses this: Admins only — only users with the Admin role can block and unblock numbers, and 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. Only users with the Admin role can block or unblock a number. An Admin can block a contact, a customer, or an unknown number, and 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. An Admin blocks a number from its conversation and manages every blocked number from the Blocked Numbers page in Engage settings. There is no limit to how many numbers you can block.

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Block a number

Only users with the Admin role can block a number.
Blocking a number works the same way no matter which Engage tab you’re in, including conversations, calls, voicemails, and customers.
  1. Open the conversation with the number you want to block.
  2. Select the three-dot menu at the top right of the conversation.
  3. Select Block Contact.
  4. Confirm when prompted to block the number.
Three-dot menu open at the top right of an Engage conversation with the Block Contact option highlighted

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Block a number preemptively

An Admin 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. Select Settings in the left navigation bar, select Blocked Contacts, then select Block Number on the Blocked Numbers page and search for a customer or contact to block, or type an unknown number. Blocked Numbers page in Engage, opened from Settings in the left navigation bar and Blocked Contacts, with the Block Number button highlighted

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Manage and unblock numbers

Only users with the Admin role can unblock a number.
  1. Select Settings in the left navigation bar.
  2. Select Blocked Contacts. The Blocked Numbers page lists every blocked number, with a search function to find a specific one.
  3. 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. A number is blocked when it appears on your Blocked Numbers page and neither you nor your team can call or text it — and unblocking it from that same page restores communication in both directions.