Blocked Contacts is a central list of all customers you've blocked across all channels. When you block a contact, their messages still arrive in Konvo but don't appear in your inbox—they're hidden from your team's view.

You cannot block contacts directly from the Blocked Contacts page. Blocking happens from within the customer's profile in the Inbox. Go to your Inbox, open a conversation with the customer you want to block, click on the customer's profile, select "Block Contact," and confirm the action. The contact immediately appears in the Blocked Contacts list, and future messages from this contact are hidden from your inbox.

📸 [Image: Screenshot showing Block Contact option in customer profile]

Go to Settings → Blocked Contacts to see everyone you've blocked. The list shows the customer's name (if available), phone number, email address, who blocked the contact (which team member), and when they were blocked (date and time). This gives you full visibility into your blocked contacts and who on your team made the blocking decision.

📸 [Image: Screenshot of Blocked Contacts list showing all information columns]

From the Blocked Contacts page, find the contact you want to unblock and click the "Unblock" button next to their name. The contact is immediately unblocked and removed from the Blocked Contacts list. New messages from this contact will appear in your inbox going forward, and you can see new conversations from them.

📸 [Image: Screenshot showing Unblock button next to blocked contact]

When you block a contact, they can still send messages. Blocking doesn't prevent them from contacting you—the messages arrive in Konvo's system, but they do not appear in your inbox. From your team's perspective, it's as if the messages never came.

Why it works this way: the contact doesn't know they're blocked. They can send messages normally, but your team never sees them. You receive no notifications for messages from blocked contacts, and all conversations with that contact (including past ones) remain hidden while they're blocked.

Messages sent during the blocked period remain permanently hidden. You will never see those messages. What you see after unblocking: only new messages sent after unblocking, previous conversations from before blocking, but no messages from the blocked period.

For example, if a contact is blocked on Monday, sends 10 messages Tuesday-Thursday (while blocked), gets unblocked on Friday, and sends a message on Saturday, you'll only see Saturday's message—not the 10 from Tuesday-Thursday. Those are permanently hidden.

Once unblocked, the contact can message you and conversations appear in your inbox like any other customer.

Block contacts who send spam messages repeatedly, harass your team, send inappropriate content, use abusive language, threaten team members, or violate your terms of service. Also block competitor companies testing your support, bots sending automated messages, or test accounts that no longer need access after you've completed setup.

Don't block customers just because they're upset or demanding. Difficult customers may have legitimate issues that need resolution. Instead, escalate to a manager, document the interaction, and resolve professionally. Don't block for single incidents—reserve blocking for persistent problems. Don't block customers with outstanding payments, since you may need to communicate about their account.

Document before blocking. Before you block a contact, note why you're blocking them, add internal notes to their profile, and inform relevant team members about the decision.

Review your blocked list regularly—check your Blocked Contacts list monthly. Are all blocks still necessary? Should any contacts be unblocked? Clean up old test accounts that no longer need to be blocked.

Use blocking sparingly. Blocking should be rare. Most customer issues can be resolved without blocking. A healthy ratio: less than 1% of your customer base should be blocked.

Communicate with your team when you block a contact. Tell team members why you blocked someone, document it in your internal notes, and ensure everyone knows not to unblock without discussion.

Consider alternatives first. Before blocking, try clear communication about expectations, escalation to management, offering refunds or resolution, or setting boundaries in writing.

⚠️ Need to see messages from blocked period: Not possible—messages during the blocked time are permanently hidden. If you need this information, you should not have blocked the contact. There's no way to recover those messages.

⚠️ Accidentally blocked someone: Unblock immediately. Note: you won't see messages from the blocked period, so you may need to ask the customer to resend important information.

⚠️ Want to know if contact tried messaging while blocked: No way to see this. Messages are permanently hidden—Konvo doesn't keep a log of blocked messages.

⚠️ Blocked contact keeps creating new accounts: Block each new account as they appear. Consider using email/phone filters in Inbox Settings (article 4.7) for more comprehensive blocking. You may need to address the issue outside the platform.

⚠️ Team member unblocked someone without permission: Review your team protocols about when to unblock contacts. Anyone with access can unblock, so ensure your team knows when not to. Consider blocking again if necessary.

→ 4.10 Tags — create and manage tags for conversations and contacts