Blocking a visitor is an organisation-wide action. Once blocked, the visitor cannot send new chat messages through any widget in your workspace, and any inbound voice calls from phone numbers on their record are refused before Telnyx answers — meaning no ring-through and no per-minute billing.
Block a visitor from the Security visitors page
- Go to Security → Visitors.
- Find the visitor by name, email, or trust score. You can use the search bar or filter by status.
- Click the visitor's name to open their security profile.
- Click Blacklist at the top of the profile.
- Confirm the action.
The visitor's status changes to Blacklisted immediately and a Blacklisted visitor risk signal is added to their profile with an Extreme (+70) weight, which drops their trust score into the danger zone.
Block a visitor from the inbox
You can also blacklist a visitor directly from an open conversation without going to the Security section. Open the conversation, click the visitor's name in the sidebar to open their profile panel, and choose Blacklist visitor.
What blocking does
- Chat — The visitor cannot start new conversations. Any attempt to send a message through the widget is silently blocked.
- Voice — Inbound calls from phone numbers linked to the visitor's record are rejected before Telnyx answers. The caller hears a busy signal or disconnect. No per-minute charge is incurred.
- Scope — The block applies across your entire organisation, not just one widget.
Unblock a visitor
To remove the block, open the visitor's security profile and click Clear status or Whitelist. Whitelisting marks the visitor as trusted and overrides future automatic flagging even if their trust score stays low.
Block from the review queue
If a visitor appears in the review queue, you can blacklist them directly from the queue list without opening their full profile — use the Blacklist button in the Actions column. See Review flagged conversations and events.