Blacklisted Contacts
Block specific WhatsApp, Instagram, or Messenger contacts from agent outreach and automation.
Use Blacklisted Contacts to review channel exclusions before automation runs: contact ID, reason, date added, and the delete action.
What Blacklisted Contacts is for
Blacklisted Contacts is the exclusion list for people who should not be contacted by agents or automation on a channel.
The captured state shows two WhatsApp blocks with contact ID, reason, date added, and delete action. This is the state admins should review before launching outreach.
What each control changes
Channel tabs separate WhatsApp, Instagram, and Messenger blocks. Search helps find a contact ID. Add Contact opens the form for channel, contact ID, and reason.
The reason matters. Use plain operational language such as requested no automated outreach, owner-only escalation, legal hold, or duplicate contact under review.
Operational outcome
A clean blacklist prevents agents and workflows from contacting people who opted out, require manual handling, or should not receive automated messages.
Operational playbook
Add a block as soon as the team decides a contact should be manual-only. Include the source of the decision in the reason so another operator can audit it later.
Before deleting a block, confirm who requested the change and whether any workflow still depends on that exclusion.
Best practices
Keep reasons short and specific. Do not use private notes or sensitive customer details in the reason field.
Review the blacklist before launching sales, support, or marketing flows that can send channel messages.
Troubleshooting
If a blocked person still receives a message, check that the contact ID matches the channel identifier used by the workflow.
If the contact does not appear, switch channel tabs and search the exact ID before adding a duplicate block.
FAQs
What does Blacklisted Contacts control?
It blocks selected contacts from interacting with agents or being contacted through automated communication flows.
Who should use this page?
Admins and operators responsible for customer communication safety, compliance, or manual-only escalations.
How should this page fit into onboarding?
Use it before enabling high-volume outreach or agent messaging so excluded contacts are visible and reviewable.
What should I verify before using this in production?
Verify the channel, contact ID, reason, and date added. Remove blocks only when the owner confirms it is safe.