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  Article updated: April 28, 2022

Mute a contact in Sparkcentral

Agents can mute contacts to prevent future interaction with individual profiles in Sparkcentral. When a contact is muted, all new conversations from the contact are auto-resolved.

An admin must enable the option to mute contacts, as follows:

  1. Go to Admin settings, expand Privacy and security, and then select Muted contacts.
  2. Select the Allow agents to mute contacts check box.

Mute a contact

Note: Contacts are muted at the channel level only.

  1. In the agent workspace, select a message from the contact you want to mute.
  2. On the Contact tab, select Mute.

After you mute a contact, you must manually resolve the conversation.

You can still find muted contacts and full conversation histories by searching for a contact's name or conversation content.

View information logs for muted contacts

Contact-muting events are logged and stored. Admins can access these logs in Admin settings by expanding Privacy and security and selecting Muted contacts. Admins can do the following:

  • View a list of all muted contacts.
  • View to the conversation history for a muted contact.
  • Unmute a contact.

If an admin disables contact muting, new conversations from contacts who were previously muted won’t be auto-resolved. If an admin then enables the contact muting again, future conversations from previously muted contacts will be resolved automatically.


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