How Agents can Block Messages from a Number
If an agent receives an SMS from a number that is not associated with an existing lead or contact, a user can click Report Spam and then Block Number & Delete Message to block the number for the user. This blocks SMS automatically for that number for the user. To block for the entire team you will need to follow the steps in the "Managing Blocked Numbers for the Dialer" article.
Note: An agent can only block SMS if the number is not associated with a Lead/Contact/Account in Salesforce. If they need to block a number, they should reach out to an Administrator who can block the number following the first section of this article.
What will happen when a blocked number contacts your RingDNA Dialer smart number?
- Calls - If a blocked number calls the Agent (if blocked at agent level) or any Agent (if blocked for the entire team), the caller will receive a busy tone.
- Messages - If a blocked number messages the Agent (if blocked at agent level) or any Agent (if blocked for the entire team), it will silently block where the Agent is not notified and the person messaging will not receive a notification.