Team and phones
Block a contact on every channel
Stop one customer's calls and messages reaching your team, and stop anything being sent to them, from one place in Ringura.
Steps
Open the contact
On Contacts, find the customer and open them.
Block them
Under Block this contact, add a Reason (optional) and choose Block contact. Numbers and addresses merged into this contact are covered too.
See what it does
Their messages are refused before anything is stored, so no conversation opens and no agent is offered work. Their calls are refused by your phone system. Replies, automated messages, campaigns and click-to-call to them are refused.
Review your blocks
On Contacts, the list of blocked contacts shows who is blocked, why, since when and how much has been refused since. The count goes up, but what they sent is not kept.
Lift a block
Choose Lift block on the contact or in the list. Traffic flows again at once. The old block stays on record.
Good to know
- An SMS STOP from a blocked customer is still honoured, so an opt-out is never lost.
- A blocked caller is matched on the last nine digits of the caller ID. A withheld number cannot be blocked this way.
- Agents see that a contact is blocked. Supervisors and administrators block and lift, and both are written to the audit log.
Still stuck?
Write to hello@ringura.com, or use the contact page, and say which guide you were following.