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  Article updated: December 04, 2023

Mute a contact

To prevent messages from certain contacts from entering the queue, you can mute those contacts. An admin must turn this feature on.

Audience: Inbox 2.0 agents

Note: You can only mute contacts at the channel level.
  1. Select a message from the contact you want to mute.
  2. On the Contact tab, select Mute.

After you mute a contact, you’ll need to manually resolve the conversation. All new conversations from that contact are then auto-resolved. The contact will not know you've muted them.

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

 

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