Smart Boards
The Hidden board
Contacts placed on the Hidden board are out of reach — never read, never answered, never used as knowledge.
Your WhatsApp number is probably also a number people you know message. The Hidden board is where those conversations go.
What Hidden means
A contact on the Hidden board is out of bounds:
- The agent never reads the conversation.
- The agent never answers it.
- Nothing in it is used as knowledge.
It is not a quieter board or a lower priority — it is exclusion.
When to use it
- Personal contacts on a number that is also your business number.
- Anyone whose messages should never be processed automatically, for any reason.
When not to use it
Hidden is not a way to pause a customer conversation — take it over instead, which keeps the conversation workable by your team. And it is not a way to turn the agent off for a while; that is the board switch.
Moving a contact to Hidden stops future processing. It is a forward-looking control, so pair
it with a look at Session logs if you need to know
what happened before.