> ## Documentation Index
> Fetch the complete documentation index at: https://docs.gallabox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Block and Opt-Out

> Control which messages you exchange with a contact: block a number so its messages and calls stop reaching Gallabox, or let customers opt out of marketing messages.

> **Who can use this?**
>
> * Anyone who needs to stop a contact reaching your team, or stop sending a contact marketing messages.
> * Roles: Anyone whose role can edit contacts can block and unblock from the inbox. The channel's **Block list** tab is for Owners, Admins, and custom roles with Channels permission.
> * Plans: Available on all plans.

<Info>
  Gallabox gives you two separate controls over a contact. **Blocking** stops a number's incoming messages and calls from reaching Gallabox. **Marketing opt-out** stops you sending marketing templates to a customer who asked not to receive them. Each works on its own, so use the one that matches what you need.
</Info>

## Plan Availability

| Capability | Basic | Essential | Advanced |
| :- | :-: | :-: | :-: |
| Block and unblock a number | ✓ | ✓ | ✓ |
| Block list per channel | ✓ | ✓ | ✓ |

## Which control to use

| You want to… | Use |
| :- | :- |
| Stop a spam or abusive number from reaching your inbox | [Block a number](#block-a-number) |
| Stop a customer's incoming WhatsApp calls | [Block a number](#block-a-number) |
| Respect a customer who asked to stop receiving promotions | [Marketing opt-out](#marketing-opt-out) |

***

## Block a number

Blocking works on WhatsApp channels only, and applies to **one channel**. If you run several WhatsApp numbers, block the contact on each one.

### What happens when you block a number

* **Incoming messages are discarded.** They don't appear in the inbox, aren't saved, and don't reach a bot or AI agent. Unblocking doesn't bring them back.
* **Incoming WhatsApp calls are rejected.**
* **Agents can't reply from the inbox.** The reply box is replaced with a banner that says the contact is blocked.
* **The contact's activity log** records who blocked or unblocked them.

<Warning>
  **Blocking doesn't stop outgoing messages.** Broadcasts, sequences, and messages sent through the API still reach a blocked number. Gallabox doesn't remove blocked numbers from your audiences automatically. Before you send a broadcast, check that blocked numbers aren't in your segment or uploaded Excel file.
</Warning>

The block exists only in Gallabox. The customer isn't told they're blocked, and nothing changes in their WhatsApp app.

### Block from a conversation

1. Open the conversation in the **Inbox**.
2. Click the **⋮** menu in the conversation header.
3. Click **Block**, then confirm.

The **Block** option doesn't appear in WhatsApp group conversations or Instagram conversations.

### Block from the channel's block list

Use the block list to block a number that hasn't messaged you yet, or to review everyone who's blocked on a channel.

1. Go to **WhatsApp Channel → \[your channel]** in the left navigation.
2. Open the **Block list** tab.
3. Click **Block number**.
4. Enter the phone number, then click **Block**.

The block list shows each blocked number with the contact's name and the team member who blocked it.

### Unblock a number

Unblock in any of these places:

* **In the conversation** — click **Unblock** on the banner that replaces the reply box, or click **Unblock** in the **⋮** menu.
* **In the block list** — click **⋯** next to the number, then click **Unblock number**.

Once unblocked, the contact's new messages and calls reach Gallabox again.

***

## Marketing opt-out

Marketing opt-out lets customers stop receiving marketing messages by sending a keyword, such as "stop". A customer who opts out doesn't receive marketing templates from that channel.

Set up the opt-out keywords and confirmation messages in [Channel configuration](/whatsapp/channel-configuration#marketing-opt-out-messages).

## FAQs

<AccordionGroup>
  <Accordion title="Does blocking a contact stop my broadcasts to them?">
    No. Blocking only stops incoming messages and calls. Remove the contact from your broadcast audiences and sequences to stop sending to them.
  </Accordion>

  <Accordion title="Will the customer know I blocked them?">
    No. Gallabox doesn't notify the customer, and the block doesn't change anything in their WhatsApp app.
  </Accordion>

  <Accordion title="Can I see messages a blocked contact sent me?">
    No. Messages that arrive while a number is blocked are discarded and can't be recovered after you unblock it.
  </Accordion>

  <Accordion title="I blocked a number on one channel, but it still reaches another. Why?">
    Blocks apply per channel. Block the number on each WhatsApp channel it contacts.
  </Accordion>

  <Accordion title="Can I block a contact on Instagram or Web Chat?">
    No. Blocking is available on WhatsApp channels only.
  </Accordion>

  <Accordion title="I can block from the inbox but can't find the Block list tab. Why?">
    The **Block list** tab is part of the channel's settings, which only Owners, Admins, and custom roles with Channels permission can open. Ask one of them to review the list.
  </Accordion>
</AccordionGroup>

## Related

<Columns cols="2">
  <Card title="Channel configuration" href="/whatsapp/channel-configuration#marketing-opt-out-messages">
    Set up marketing opt-out keywords and messages.
  </Card>

  <Card title="Users, teams and roles" href="/settings/users-teams-and-roles">
    Control who can block contacts and open channel settings.
  </Card>
</Columns>