What it does

Block spam or nuisance calls in voice. Reps flag incoming calls; admins review and block, or numbers auto-block after a configurable threshold.

Key facts

• Voice channel only: no spam management for digital messaging channels
• Two tabs: Pending review (flagged numbers awaiting admin decision) and Blocked (actively blocked)
• Auto-block: single global threshold: when a number hits the configured report count, it's automatically blocked without manual review
• Report history links to conversation recordings for admin verification before blocking
• Numbers can be manually added to blocked list without a prior spam report

When to use / skip

Enable auto-block for any deployment receiving significant spam/robocall volume. Without it, every flagged number requires manual admin action and the pending review queue quickly becomes a burden.

Configuration decisions

• Auto-block threshold: 2–3 reports is reasonable for most consumer environments; higher threshold (3+) recommended for B2B environments where a persistent legitimate caller might get mis-flagged

Gotchas

• Reps won't flag unless they know about it. Train on this feature: it only works if reps use it. Otherwise it sits there unused.
• B2B threshold risk. Threshold of 1 in B2B can block a legit customer who called multiple times. Review history before blocking ambiguous cases.

Consultant notes

• Include blocked number flagging in the rep training pack for any deployment receiving consumer voice calls. It's a low-friction feature that only delivers value if reps know how to use it: without training, it doesn't exist operationally. A single slide or step-by-step in the rep guide is enough.
• Set the auto-block threshold conservatively for B2B environments. A single frustrated customer who calls three times in a day genuinely needs help: auto-blocking at threshold 2 or 3 will catch legitimate contact attempts. Review the pending queue before committing to a threshold, and consider setting it higher (4–5) if the client's customer base tends to be persistent when they can't get through.
• This is one of the lighter operational tasks in the admin handover but worth covering explicitly. Post-go-live, someone needs to own the pending review queue: either an operations supervisor or a dedicated admin. If nobody is assigned, the pending list accumulates and the auto-block feature does all the work unchecked, which may or may not be the client's intent.

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Source last updated: 2026-01-18 | Check this: Blocked numbers expands to digital messaging, or external spam database integration added