Important product naming update: Sidekick is now called Gladly (AI) and Gladly Hero (the Platform) is now Gladly Team. Please keep this in mind as you read through our documentation.

How do we block disruptive Customers from routing to Agents?

Updated on Sep 9, 2025
Published on Jan 30, 2025

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You may find yourself needing to block certain Customers from contacting you, especially when they send inappropriate messages or are become disruptive.

See the following links on how to block Customers on each Channel.

Email – Stop or block emails from specific Customers
SMS – Stop or block SMS/text from specific Customers
Chat – Stop or block abusive chats
IVR/Phone – Block number

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