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Under Settings → Portal → Blacklist, manage blocked customer records.

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Add or remove a customer

  1. Click Blacklist customer.
  2. Find and select the correct record; check the phone number and email.
  3. Confirm. The customer appears with their blocking date.
  4. Use the unblock action on their row to remove the block.
Blocking relies on recognizing the record through contact details. It is not identity verification: someone using different details may not be recognized.

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Effect on bookings

The portal rejects a new booking when the contact details match a blocked record, including in the activity booking flow. Blocking does not delete the customer or automatically cancel existing reservations. Review and handle an existing reservation separately. If a new booking got through, collect its source and contact details; a prescriber booking does not use the same customer-matching flow.

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Do not confuse the two lists

The AI agent block list prevents the agent from interacting with a number, without itself blocking portal bookings. Use it for a supplier or someone you prefer to answer personally. See Agent controls. The customer blacklist has broader effects and is not simply a way to pause the agent.