Mute Sender or Message

The Mute function temporarily suppresses unwanted content for a period of 3 hours.

A mute can be applied to either:

• The sender’s phone number or account
• The specific message text itself

Message text muting is useful where repeated campaign or spam-style submissions are being received using the same wording.

While muted:

• Matching messages will not appear in the queue for your team
• The mute automatically expires after 3 hours.

Requesting a Block

All users can request that a contributor be permanently blocked.

When requesting a block:

1. Add a note explaining the reason for the request
2. Submit the request for review

Users with block permissions can then approve and apply the permanent block.

Permanent Blocking

Users with the appropriate permissions may permanently block contributors.

When applying a block:

• Select the appropriate response message template to send to the contributor
• Add a note explaining the reason for the action

Permanent blocks prevent future messages from that contributor reaching the system.

Adding Notes

Whenever Muting, requesting or applying a block, a note should always be added.

Notes should:

• Be clear and factual
• Avoid personal opinions or emotional language
• Explain the reason for the moderation action

These notes may form part of audit records and could be disclosed as part of a Freedom of Information request or compliance review.

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