View and manage muted contacts

From time to time, agents might need to prevent future interaction with certain individuals. To do so, they can mute a contact, which causes all new conversations started by that contact to be automatically resolved.

To enable this option for agents, follow these steps:

1. Go to Inbox 2.0 , select Admin settings, expand Privacy and security, and then select Muted contacts.
2. Select the Allow agents to mute contacts check box.

When a contact is muted, a log of the event is created on the Muted contacts page. Here, you can:

• View a list of all muted contacts
• Access conversation histories for muted contacts
• Unmute contacts