How To Block/Unsubscribe A Contact

Overview

Use the right-hand contact panel in any conversation to quickly manage a customer’s messaging permissions. You can Unsubscribe (stop outgoing messages) or Block (stop both outgoing and incoming messages). This helps you stay compliant with consent rules and reduce spam or harassment.

When/Why to use

• The customer asks to stop messages (e.g., says “STOP” or requests opt-out).
• Wrong number or non-customer contact.
• Spam, harassment, or abusive messages.
• Compliance housekeeping (e.g., removing marketing consent).

Unsubscribe a customer (stop messages from your team)

1. Open Inbox and click the conversation with the customer.
2. Look at the right-hand panel (contact details).
3. Find the card labeled Customer messaging permission.
4. Click Unsubscribe.
5. Confirm the action when prompted.

What it does: Prevents your team from sending messages to that contact from Chekkit (including campaigns and automations). The contact can still message in; you’ll continue to see their replies.

Block a customer (stop both ways)

1. Open Inbox and select the conversation.
2. In the right-hand panel, locate Customer messaging permission.
3. Click Block.
4. Confirm the action.

What it does: Blocks all communication with that contact in Chekkit; your team can’t send messages and new incoming messages are blocked. Use this for spam or abuse.

Tips & best practices

• Choose the right control: Use Unsubscribe for consent/marketing opt-outs; use Block for spam or harassment.
• Document it: Add a short note in the Notes area on the right panel (e.g., “Requested opt-out on Sept 2”).
• Resubscribe later: If the customer explicitly opts back in, return to the same Customer messaging permission card and restore permission, or have the customer text standard opt-in keywords (e.g., “START/UNSTOP”) if applicable in your region.

FAQs

Will the customer be notified when I unsubscribe or block them?

No separate notification is sent. Unsubscribe simply prevents your outbound messages; Block prevents both ways.

Can I still read the conversation after unsubscribing or blocking?

Yes, the thread remains in your Inbox history. You can reverse the status later if the customer provides consent.

What if the customer changes their mind?

Re-enable consent in the same Customer messaging permission card, and log their consent in Notes for compliance.