Block, Unblock, Tags, User Details

Overview

This section covers customer management controls available inside the Chat Screen:

• Block / Unblock Contact – Control whether a customer can send messages

• Tags – Segment and categorize customers

• User Details – View customer information within the chat

These features help manage communication, organize contacts, and maintain structured customer handling.

How to Access the Feature

Navigation Path:

Dashboard → Inbox → Open Conversation

Block/Unblock, Tags, and User Details are accessible within the Chat Screen.

Block & Unblock Customer Contact

Overview

The Block feature prevents a customer from sending further messages.

The Unblock feature restores communication and allows the customer to send messages again.

This gives users control over unwanted or spam interactions.

How to Block a Contact

Step 1: Open the customer conversation Step 2: Select the Block option Step 3: Confirm the action

After blocking:

• The customer cannot send new messages

• Communication is restricted

How to Unblock a Contact

Step 1: Open the blocked conversation Step 2: Select the Unblock option Step 3: Confirm the action

After unblocking:

• The customer can send messages again

• Conversation resumes normally

Tags

Overview

Tags are identifiers assigned to customers for segmentation purposes.

They help organize contacts based on attributes, behaviour, or business criteria.

How Tags Help

Tags enable:

• Targeted communication

• Personalized interactions

• Efficient campaign management

Customers can be segmented using tags and included in campaigns based on those segments.

How to Add Tags

Step 1: Open the customer conversation Step 2: Locate the Tags section Step 3: Add or select the relevant tag Step 4: Save

Tags are applied to the customer profile for future reference and segmentation.

User Details

Overview

User Details displays customer information within the Chat Screen.

This allows users to view contact information while managing conversations.

What You Can Access

Inside User Details:

• Customer information

• Assigned tags

• Associated notes

This supports better context and informed communication.

Important Notes

• Blocking restricts incoming messages from the customer.

• Unblocking restores communication.

• Tags are used for segmentation and campaign targeting.

• User details are visible internally and help improve workflow.