When you run a call center, you might need to block unwanted or spam calls. Talk gives you the capability to block incoming calls from either a single number, or use conditions to block multiple numbers simultaneously. Additionally, you cannot make calls to blocked numbers.
This article contains the following topics:
Viewing your blocked numbers
You can view numbers and conditions from the Talk channel settings page.
To view your blocked numbers
- Click the Admin icon (
) in the sidebar, then select Channels > Talk.
- Click the Blocked numbers tab.
A list of your blocked numbers is displayed.
Blocking numbers
You can block a single number or block all numbers that match a condition you enter.
To block a single number
- On the Blocked numbers tab, click Add number.
- On the add number page, choose Equal to from the Condition drop-down list.
- In the Phone number field, enter the number you want to block.Important: The number must be in the e.164 format including +1 before the number.
- When you are finished, click Save changes.
The phone number you entered is added to the list of blocked numbers and is immediately blocked.
To block all numbers that match a condition
- On the Blocked numbers tab, click Add number.
- From the Condition drop-down list choose Starts with if you want to block all numbers that start with the pattern you enter or Ends with to block all numbers that end in the pattern you enter.
- In the Phone number field, enter the pattern you want to match. For example, you could block all numbers that start with +1206.
- When you are finished, click Save changes.
Editing blocked numbers
You can make changes to a blocked number or condition. Any changes you make will take effect immediately.
To edit a blocked number
- On the Blocked numbers tab, click the icon (
) next to the number or condition want to edit.
- From the drop-down list, choose Edit.
- Make the required changes to the condition and number, then click Save changes.
Calling blocked numbers
When you try to call a blocked number, you'll see a message indicating the number is blocked and the call won't connect.
Unblocking numbers
When you delete a number from the list it is immediately unblocked.
To unblock a number
- On the Blocked numbers tab, click the icon (
) next to the number or condition you want to unblock.
- From the drop-down list, choose Unblock.
If you deleted a single number, it is unblocked. If you deleted a condition, then all numbers that match that condition are unblocked.
12 Comments
This is great news! We've been eagerly waiting for this feature.
One pain point is that we don't have an option to leave a note when blocking a number. It would be ideal if we could have a way to track context for why a number or condition is being blocked. For example, we would like to be able to audit blocked numbers periodically in case of policy changes, or if a number is only meant to be blocked temporarily.
Thanks for sharing this feedback Stephen!
I also recommend cross-posting this in our Talk Product Feedback forum to help provide visibility to our Product Managers as well as other users in need of a similar functionality.
Cheers :)
It would be nice to have a drop down in the upper right corner of the user tab that allows you to block the number right next to the "Suspend Access". Blocking a number by having to enter the settings area is pretty cumbersome.
This is a great enhancement and I'll start using it today. Per office procedure we allow every inbound call to create a ticket, and then call back to determine if unwanted. If so, we Mark the ticket as SPAM to block any subsequent calls creating a new ticket. Having an import function to pull these numbers into the blocked numbers list would be great since we have over 300+ of these. =)
Thanks for sharing your feedback Patrick and Alan!
Would you be willing to cross-post this in our Talk Product Feedback forum as well?
That will be the primary topic our Talk Product Managers will view when taking feedback from other users.
Thanks again!
Pretty unfortunate this this BASIC function does not apply to all Talk programs.
Hi Kaylee,
Completely understand where you're coming from and I do wish I was able to provide you with another alternative.
If you'd like, I'd be happy to get a ticket created on your behalf and pass this over to your Account Executive to discuss further.
Let me know!
What talk plans include this feature? We currently have a legacy plan (Talk Advanced) i thought this was equivalent to the professional plan, am i mistaken?
If so is there a place i can see the differences between legacy plans and the newer ones?
Hi Sebastian,
You can view a list of our Talk Legacy plans and their equivalent listed here: About Zendesk Talk plan types
However, newly released Talk features will only be available on the new Talk pricing plans. If you'd like access to block callers, you'd need to upgrade to the new pricing model.
Let me know if you want me to get you in contact with your Account Executive to discuss this further.
Cheers!
Is there any future plan to create a public API endpoint to modify the blocked number list?
Hi there,
I'm looking to implement a do not call list for outbound calls from our Talk platform. I understand that blocking a phone number means that person can not submit an inbound call. Will blocking the number also stop any outbound calls to that number?
Best,
Julian
Hi Julian,
Yes, blocking the number should also stop any outbound calls to that number.
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