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Muting a WhatsApp contact prevents your chatbot or AI agent from sending any automated reply to that number, including AI responses, error messages, and system messages. Incoming messages from muted contacts are still saved and shown in the Conversations dashboard so a human teammate can reply manually. This is especially useful in the WhatsApp Coexistence setup, where sales reps have ongoing conversations with regular clients, colleagues, or suppliers on the same business number, and you don’t want the AI interrupting those threads.
Mute vs. Block — Blocking drops incoming messages entirely (nothing is saved). Muting keeps the conversation visible to your team but silences the AI agent. Use mute when you still want to reply manually; use block when you want to ignore the contact completely.

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What happens when a contact is muted

  • The bot/AI will not send any reply, including error or system messages.
  • Incoming messages from the contact are still saved and visible in the Conversations page.
  • Coexistence echoes (messages your team sends from the WhatsApp Business app) are still saved.
  • Human agents can still reply to the contact from the Chatling dashboard.

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How to mute a contact manually (by phone number)

Use this when you want to mute a contact in advance.
  1. From your chatbot or AI agent’s WhatsApp settings, click the + icon next to the Muted contacts option.
Mute contact manually
  1. Select the country and enter the phone number.
Enter phone number to mute contact
  1. Optionally add a reason.
  2. Click Mute.

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How to mute a contact from the Conversations page

This is the fastest way to mute someone you’re already chatting with.
  1. Open the conversation in the Conversations page.
  2. Click the More (three-dot) menu at the top right of the conversation thread.
  3. Click Mute contact.

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How to view and manage muted contacts

The Muted contacts section in your WhatsApp settings shows every muted number for the current chatbot or AI agent, along with:
  • Phone — The number in international format
  • Contact — The contact name (if known from previous chats)
  • Reason — The note you added when muting
  • Muted by — The teammate who muted the contact
Click Unmute next to any row to remove the mute. Unmuting also removes any auto-generated regional variants for that number.