Block and Unblock Functionality

The Block / Unblock feature allows CRM agents to manage and control communication with specific WhatsApp numbers directly from Dynamics 365 CRM.

Using this feature, agents can block unwanted, restricted, or spam numbers to prevent further communication through WhatsApp4Dynamics. Once a number is blocked, both incoming and outgoing communication with that WhatsApp number is restricted within the CRM.

This feature helps organizations:

• Manage unwanted conversations efficiently

• Prevent spam or unauthorized communication

• Improve communication control and compliance

• Maintain cleaner and more secure customer interactions

Note: Only CRM users who have the required privileges configured in WhatsApp4Dynamics Settings will be authorized to block or unblock numbers.

What Happens When a Number is Blocked?

Once a WhatsApp number is blocked:

• CRM agents will not be able to send messages to the blocked number.

• Incoming WhatsApp messages from the blocked number will not appear in CRM.

• The status of the chat record will be marked as blocked.

• The Status Reason for the related chat session is automatically updated to Cancelled.

• The blocked conversation can still be viewed for reference purposes.

If required, the blocked number can later be unblocked to resume normal communication.

Ways to Block a Number:

CRM agents can block a WhatsApp number using the following methods:

Method 1: Block from the Chat Record

1. Open the specific Chat record.

2. Click the Ellipsis (⋮) menu available in the Chat UI.

3. Select the Block option.

Once selected, the WhatsApp number will be blocked successfully.

Method 2: Block from the Notification Panel

1. Open the Notification Panel.

2. Locate the incoming chat notification.

3. Click the Block option for the specific number.

Note: This option is available only when a new chat notification is displayed in the notification panel.

Viewing Blocked Numbers:

After a number is blocked:

• Users can filter and view blocked conversations directly from:

Chat Hub

Chat Entity Grid

• The chat record’s Status Reason is automatically updated to: Blocked

This helps CRM agents quickly identify blocked conversations within Dynamics 365.

Ways to Unblock a Number:

If communication needs to be resumed, CRM agents can unblock the number using either of the following methods:

Method 1:

1. Open the blocked Chat record.

2. Click the Ellipsis (⋮) menu.

3. Select the Unblock option.

Method 2:

1. Open the blocked Chat record.

2. Click the Unblock button available on the Chat UI.

Once unblocked:

• Incoming messages will be received again

• Outgoing messaging will be enabled

• Normal WhatsApp communication will resume