Phone basics
Do-Not-Call List
The Do-Not-Call List lets your team block unwanted phone numbers from calling or messaging your Waveline organization. Use it for persistent spam, harassment, or another number your entire business should no longer hear from.
What the Do-Not-Call List controls
Adding a number blocks incoming calls and messages from that number across your entire Waveline organization. It does not manage marketing consent or messaging opt-outs.
Before you block a number
Before adding a phone number, confirm that it belongs to the person or organization you intend to block. The Do-Not-Call List is shared across your organization, so the number will be blocked from calling or messaging every Waveline number and inbox—not only the teammate or inbox that received the unwanted activity. If the number should still be able to reach another part of your business, do not add it here.
Where to find the Do-Not-Call List
In the Waveline mobile app, open Settings, then select Do-Not-Call List under Team. The screen opens with the title Do-Not-Call. The list is currently managed from the mobile app.
Add a number to the list
- Open Settings → Do-Not-Call List in the mobile app.
- Enter the complete phone number under Add a number.
- Tap Add.
- Confirm that the number appears under Blocked numbers.
Block a number from call or message details
On supported mobile call details and one-to-one conversations, open the available actions and select Block Number. Confirm the warning to add the number to the organization-wide list.
When you block from a conversation, Waveline may also remove that conversation from your personal list. Blocking the number still applies across the entire organization.
What happens after a number is blocked
New calls and messages from the blocked number will not reach your Waveline organization. Calls and messages from other numbers continue normally.
Remove a blocked number
- Open Settings → Do-Not-Call List.
- Find the number under Blocked numbers.
- Tap the trash icon.
- Select Remove to confirm.
You can also select Unblock Number from the same call-details or conversation menu, then select Unblock.
Removing the number allows future incoming calls and messages from it to reach your organization again.
When to use other Waveline controls
- Use Inbox Hours when calls should route differently outside an inbox's schedule.
- Use Caller-Type Checks when particular callers should follow a different call path instead of being completely blocked.
- Use Opt-Out and Compliance when someone no longer wants to receive text messages.
Best practices
- Confirm the full phone number before adding it.
- Remember that the block applies to the whole organization, not only the teammate making the change.
- Remove a number promptly if it was blocked accidentally.
- Review the list occasionally so numbers that should be allowed again are not left blocked.
Troubleshooting
The blocked number still rings
Confirm that the caller ID matches the number on the list, pull down to refresh, and test with a new call.
I blocked a legitimate caller
Remove the number. Their future calls and messages can then reach your organization normally.
Messages from the blocked number still arrive
Confirm that the sender's complete number matches the entry on the list, pull down to refresh, and test with a new message. Existing conversation history can remain visible even though new messages are blocked.
I cannot add the number
Enter the complete phone number and try again.
The list will not load
Check the mobile app's connection, pull down to refresh, and try again.
Spam arrives from changing numbers
Each displayed caller number must be added separately.