Every practice gets the occasional spam texter or robocaller. Blocking a number stops it from reaching your practice, so your team can focus on real patients.
Block a number from a conversation
- Open the conversation in the Inbox.
- Click the ... (More) button at the top of the thread and choose Block number.
- Click Block to confirm.
The number is added to your blocked list and the conversation's unread count is cleared.
Block a number from a call
In Call Logs, click the call to open its details. If the AI flagged it as Possible spam, or the number is a Frequent caller, a Block number button appears there. Click it to block the number from calls and texts.
Block a number by hand
- Go to Settings → Phone & SMS and open the Blocked numbers tab.
- Type the 10-digit number and, optionally, why you're blocking it ("Why? (helps later)").
- Click Block.
What blocking does
- Calls from the number are rejected before the AI answers. They use no minutes and don't appear in your missed calls.
- Texts from the number are dropped. They aren't saved, don't create a notification, and don't add an unread badge.
- Outgoing texts, calls, and campaign calls to the number are stopped too.
Unblock a number
Go to Settings → Phone & SMS → Blocked numbers, click Unblock next to the number, and confirm. Calls, texts, and campaigns can reach it again.
Good to know
- Opt-outs land here too. When a caller asks the AI to stop calling, they're added automatically and marked Auto, with a note that they opted out on a call. An empty list just means no one has opted out.
- Scope. A block applies to the location you have selected only. Numbers marked Platform are blocked by FrontDesk for everyone and can't be removed from your list.
- Only block numbers you're sure about. Blocking silences everything from that number, including a real patient calling from it.