Blocking a contact
If someone is sending spam, abuse or messages you don't want, you can block them in KiliChat. Blocking only affects your business number in KiliChat: it doesn't block them on WhatsApp itself.
How do I block a contact?
- Open their chat in the inbox.
- In the contact panel on the right, scroll to Consent.
- Tick Block this contact.
- Confirm the message: Block this contact? Their messages will be ignored, and bots, sequences and broadcasts stop for them.
The chat shows This contact is blocked. Their messages are ignored and nothing can be sent. in place of the message box.
What happens when I block someone?
- New messages from them are ignored. They don't appear in the inbox at all, and no automatic replies go out.
- Nothing can be sent to them: not replies, templates, broadcasts or sequence messages.
- Any chatbot flow running for them stops.
- Any sequences they're on stop, with the reason "Blocked".
- Their chat history stays, so you can still read past messages.
They aren't told they've been blocked. Their messages to you still show as sent on their phone.
How do I unblock someone?
- In the inbox, open the Any status menu and choose Blocked contacts to find them.
- Open their chat.
- In the contact panel, untick Block this contact.
From then on, their new messages arrive again. Messages they sent while blocked are not recovered.
How do I see everyone I've blocked?
In the inbox, choose Blocked contacts from the Any status menu. Blocked chats also show a red Blocked badge in the chat list and on the team board.
What's the difference between blocking and opting out?
| Opted out | Blocked | |
|---|---|---|
| Their messages reach the inbox | Yes | No, they're ignored |
| Your team can reply in the 24-hour window | Yes | No |
| Templates and broadcasts | Not sent | Not sent |
| Chatbot flows | Stop | Stop |
| Who usually does it | The customer, by sending STOP | Your team |
Use opt out for customers who just don't want marketing. Use block for spam and abuse. See Opt-outs and subscriptions.
Who can block contacts?
Anyone on the team, including agents. Every block and unblock is recorded in the activity log.
Can a blocked person still see my business on WhatsApp?
Yes. Blocking in KiliChat only stops their messages reaching your team and stops you messaging them. It doesn't hide your business from them on WhatsApp. If someone is threatening or breaking the law, contact us on WhatsApp and we'll help you decide what to do.