When to Use
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When you want to restrict who can use the Block contact action in a conversation — for example, allowing only Administrators and Supervisors and removing permission from Agents.
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When different teams or BPOs within the same operation require different access levels to block contacts.
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You don't need to change anything here to maintain the current behavior: by default, all profiles except Assistant can already block contacts.
What is "Block contact"
It's the button at the top of the conversation that mutes the contact — blocking and muting are the same action. This setting defines which user profiles can perform this action, independently per account.
Prerequisites
You need to be Account Administrator to change this setting.
Step-by-step
Step 1 — Open account settings
In the side menu, go to Settings → Account Settings, in the General Settings tab.
Step 2 — Open "Advanced Settings"
Scroll the page down and click on Advanced Settings to expand the section.
Step 3 — Choose profiles
In the Profiles allowed to block contacts field, select the profiles that will be able to block contacts and remove those that should not have permission.
Step 4 — Save
Click on Update Settings.
Notes
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Default: all profiles except Assistant are enabled by default — the current behavior is preserved, and no account changes on their own.
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The same section also controls the Profiles allowed to take AI conversations.
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Changes take effect on next login: users already logged in will see (or not see) the button after refreshing the session (new login), as with other profile permissions.
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Blocking and unblocking use the same permission — if you can't block, you can't unblock.
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If someone without permission attempts to block (for example, from an old session), the action is denied with a notification that you do not have permission — this is a account setting, not an error.