Q. How do I block certain numbers from calling?
  • 18 Nov 2022
  • 1 Minute To Read
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Q. How do I block certain numbers from calling?

  • PDF

You may want to block certain numbers from calling if the number has been identified as spam or if you have disruptive Customers. You can't completely block a Customer from calling, but there are ways to minimize their impact and reduce the chance of their calls coming through.

Before you start

Before you start, please ensure your IVR has the following two nodes

Node 1: List of numbers to block

Node 2: Block Check

Tip - Not seeing these nodes?
Contact Gladly Support to help you add these two nodes into your IVR


  1. Click the menu located on the top left corner of the screen.
  2. Click Settings.
  3. Under the Channels category, click Voice
  4. Find the number in question. Under the IVR column, click the linked IVR to open the IVR in edit mode.
  5. From the IVR view, look for the List of numbers to block (Variable) node. This node may have a different name in your IVR if it has been renamed. 
    • Note – Most nodes can be added through the UI except for a small few which include the Variable node. Contact Gladly Support to add this node.
  6. Scroll down to the Expression field. Numbers here are actively blocked from entering the IVR.
  7. Enter the numbers you want to block using this format:
    • Multiple numbers – 6505556426|8885556427|9515554567 (be sure to add "|" in-between numbers)
    • Single number – 6504756426
    • Leave the field blank if you have no numbers to block
    • Do not leave a trailing | at the end of the expression - this will make you accidentally block all phone calls to this IVR
  8. Click Publish. Enter a short description of the updates you made, then click OK.

Use Rules to block email or SMS numbers

You can also use Rules to stop incoming emails or SMSs. See the links below.

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