Blocking or Unsubscribing a WhatsApp Contact
Sometimes you may need to stop sending messages to a contact or hand a conversation over from the AI to a human agent. Dondy handles this with two main actions: Unsubscribe from Messaging and Pause AI. There is no dedicated “Block” button in the inbox.
Open the conversation and, in the customer information panel on the right, click the ··· menu at the top. There you’ll find Unsubscribe from Messaging and Pause AI for this customer.
This marks the contact as unsubscribed and excludes them from your outbound messages. It is the appropriate way to respect a customer’s request not to receive messages and remain aligned with consent rules (opt-in / opt-out).
- Stops the contact from receiving mass campaigns and automation flows.
- The marketing consent status (Email subscribed / SMS not subscribed) is only visible when the contact matches a Shopify customer.
- An Unsubscribe Rate is recorded for each automation flow in the automation flows table.
- It does not delete the conversation: the customer can still message you, and you can reply within the 24-hour window.
This stops the AI agent from responding to that customer, allowing a human agent to take over the conversation. AI features are available only on the Elite plan. This is useful for complaints, sensitive situations, or VIP customers.
- Alternatively, change the Assignee from AI to a human agent. When a conversation is assigned to a person, the AI stops responding automatically.
- Custom labels such as AI - Human Required can help identify chats that need human intervention.
- To reactivate the AI, assign the conversation back to AI from the same menu.
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