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  Article updated: June 08, 2022

View and manage muted contacts

Audience: Hootdesk admins

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 Hootdesk , 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

 

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