How to block or unblock customers

Learn how to block and unblock customers on DoubleTick, so you can manage who can message your business.

Blocking a customer prevents them from messaging your business on WhatsApp, while unblocking restores two-way communication. Both actions can be managed directly from the chat screen or programmatically through APIs.

What's covered

• How to block or unblock a customer

• Who can block a customer

• Block or unblock customers via API

• Key takeaways

• Frequently asked questions

How to block or unblock a customer

• To block a customer, open the active conversation on the chat screen and click the vertical three dots (⋮) menu in the top header. Select Block, then click Block again in the confirmation pop-up. The chat screen immediately updates to show the blocked status, and the customer will no longer be able to send incoming messages.

• To unblock a customer, open their conversation and click the vertical three dots (⋮) menu, select Unblock, then confirm by clicking Unblock in the dialog box. The interface refreshes to reflect the unblocked status, and messages can flow freely again.

Who can block a customer

Blocking is gated by a permission called Block Customers, set per custom channel role. Only team members with this permission can see and use the Block option.

• Owners, Team Leads, and Team Members (both the "sees all chats" and "only assigned chats" variants) have this permission by default.

• Custom roles don't have it by default — an admin has to turn it on from Settings → Roles → Conversation Management → Block Customers.

• It's per WhatsApp channel, not all-or-nothing for the whole business account. A person could have this permission on one WhatsApp number but not another, if your business uses more than one.

If someone doesn't have the permission, they won't see the Block option in the chat menu at all — it's not shown greyed out, it's simply not there. And even if someone tried to block a customer another way, such as through the mobile app or by calling the system directly, it would still be rejected, since the permission check happens on the server, not just in what's shown on screen.

One more thing to know: turning on Block Customers for a custom role also turns on View Assigned Chats and Message Assigned Chats automatically. These can't be turned off separately while Block Customers stays on — blocking a customer only makes sense if you can already see and talk to them. See How to set permissions for custom channel role to set this up for a custom role.

Block or unblock customers via API

For businesses seeking to automate contact management, DoubleTick provides dedicated endpoints to update customer status programmatically:

• Block via API: use the Block Customer API documentation to restrict customer messaging automatically through your workflow.

• Unblock via API: use the Unblock Customer API documentation to lift messaging restrictions programmatically.

Key takeaways

• Both blocking and unblocking require explicit confirmation in the UI, to prevent accidental changes.

• Blocking stops incoming messages immediately without deleting or modifying any existing conversation history.

• The current status of the contact remains clearly visible on the chat screen at all times.

• Only team members with the Block Customers permission can see and use the Block option, and this permission is set per WhatsApp channel.

Frequently asked questions

Can a blocked customer still send messages to my business?

No. Once a customer is blocked, their incoming messages will not reach your DoubleTick inbox until you manually unblock them.

Will blocking a customer delete our chat history?

No. Blocking only prevents future communication. Your entire prior conversation transcript, media, and contact details remain safely preserved.

How can I tell if a customer is currently blocked?

The chat screen clearly displays a blocked indicator when viewing a conversation with a restricted contact.

Can I unblock a customer at any time?

Yes. You can unblock a customer whenever needed by clicking the vertical three dots (⋮) menu on their chat screen and selecting Unblock.

Is there an API available to block or unblock customers?

Yes. You can use the Block Customer API to restrict contacts and the Unblock Customer API to restore messaging access programmatically.

Who can block a customer?

Only team members with the Block Customers permission. Owners, Team Leads, and Team Members have it by default; custom roles need it turned on by an admin.

Related articles

Start and manage chatsHow to clear or delete chatsWhatsApp opt-in: what it is and how to manage itHow to assign chatsHow to navigate the inbox