Block, merge or delete a Contact

Open the Contact’s profile, or the Contact panel in a conversation, then choose “Block”, “Merge” or “Delete”.

Block

• The Contact can no longer send messages. The chat shows “You can no longer send messages in this chat.”
• Your team can no longer reply, but can still add internal notes.
• Their conversation leaves the inbox, its counts and unread. Open it from their profile; it comes back when you unblock them.
• Blocked Contacts are listed in Contacts, “Blocked” tab. Click “Unblock” at any time.
• Every member can block a Contact, Agents included.

Merge

The same person has two Contacts, for example an Anonymous Contact on your site and a Verified Contact in your app? Choose “Merge”, search for the other Contact of the same App, pick it, then confirm. Their conversations become one.

• The Verified Contact is always the one kept, or else the Contact you opened. Two Verified Contacts cannot be merged.
• The merged Contact’s device does not join the other Contact. On its next visit, the chat offers it a code if its email is a Verified Contact’s, or else it starts a new conversation.
• Merging cannot be undone and is for Admins and the Owner only.

Delete

Deleting erases the Contact’s profile and their conversation for good. It cannot be undone and is for Admins and the Owner only.

If the same person writes again after a deletion, a new conversation starts, without the history.