Managing Spam Calls and Blocking Numbers

Introduction to potential spam calls or texts on Spruce

Any working 10-digit number can call or text your Spruce phone number, so in the same way that it is normal to receive spam calls on your personal device, it is normal to receive spam calls on Spruce. Receiving spam calls or text messages is not indicative of any security or HIPAA risk. 

One common reason for spam calls or messages is because a purchased number was previously owned by someone else. In cases where a Spruce phone number was previously owned by someone else, we take precautions to minimize the disruption of any potential 'overlap.' Numbers are reserved for a minimum of two months before they are released to a new user. This is intended to give the number’s former owner enough time to update their records. Additionally, our telecommunication partner monitors the number of incoming phone calls during this time and may even extend the two-month reserve period until those call levels reach an acceptable rate.

Blocking Phone Numbers

You may experience spam calls or messages from a phone number that has not yet been labeled by the system as spam. If this is the case, you can easily block specific phone numbers. After you block a phone number, if that number attempts to call you they will hear a busy signal. If that number attempts to text you, the text will look sent from their end but will not be delivered to your Spruce account. You will not receive any notice of attempted calls/text messages in Spruce from a number that has been blocked. If you have archived the conversation with a number you have blocked, incoming calls from that blocked number will automatically remain archived and will not appear in the Inbox. If the conversation was not previously archived you will see a record in the inbox although the call will not ring through and no voicemail will be recorded. The caller will also receive no indication that their number was blocked. 

Blocking a Phone Number

To block a phone number, click on the phone number or contact to open their contact card. Click on the 3 vertical dots next to the number you want to block and select "Block Phone Number". Once blocked, it will say “Blocked” in red text next to the number. If on mobile you open the conversation with the number and click on View to the right of Unsaved Contact or if they are a saved contact click on the "i" to open conversation details, then click on the contact under "Conversations Between" and you can block there.

Unblock a Number

Click on the contact and click on Unblock Number. Alternatively, you can head to your Settings, to Contact Settings to Phone & SMS and there is a section there called "Blocked Number" that contains all blocked numbers for your organization. You can unblock here as well.

Block a Fax Number

To block a fax number, click on the fax number or contact to open their contact card. Then, click on the 3 vertical dots next to the fax number that you want to block and select “Block Fax Number”. Once it’s blocked, it will say “Blocked” in red text next to the number. 

You can also manage your list of blocked fax numbers from your Spruce settings, under “Fax”, then “Blocked Fax Numbers”.