How to avoid channel blocking

When integrating messengers or social networks with CRM, it is important to consider that the platforms themselves control activity on their channels — in particular, the content of messages, the frequency of sending, and the nature of interaction with users.

Each service has its own rules, restrictions, and internal moderation algorithms, which can change without notice. The exact criteria and blocking mechanisms are usually not disclosed, but in practice, there are typical reasons that users most often encounter.

Viber number

A Viber number (an account linked to a phone number) can be blocked for several reasons related to violations of the platform's rules:

1. Mass mailings — sending a large number of messages to unknown contacts;

2. Automation — using scripts or third-party services to send messages;

3. Complaints from users — if recipients mark messages as spam;

4. Frequent sending of identical texts — Viber may perceive this as spam activity;

5. Excessive activity in a short period of time — for example, dozens of messages per minute;

6. Use of unofficial integrations — APIs or applications that are not authorized by Viber may raise suspicion.

We recommend:

• Avoid sending messages to unknown contacts.

• Do not use your account for mass messages of the same type.

• Use only official or verified integrations.

• Maintain a moderate pace of communication.

If you plan to actively use Viber for business, it is better to choose an official Viber Business account or bot, which have different rules and tools for mass mailings.

Telegram number

Telegram numbers may be blocked in the following cases:

1. Sending messages to unknown users en masse — Telegram considers this spam, even if you are simply offering a product or service.

2. Account complaints — if recipients mark your profile or messages as unwanted, Telegram will automatically restrict your activity or block your account.

3. Automated actions — using unofficial scripts, bots, or third-party services to send messages;

4. Sending identical or similar messages to many contacts — this may be perceived as a template spam mailing;

5. Excessive activity in a short period of time — a large number of messages or subscriptions/unscriptions;

6. Use of unofficial integrations — integrations that mimic user activity are not approved by Telegram.

We recommend:

• Do not write to unfamiliar users without their consent;

• Do not use your personal account for mass mailings;

• Avoid third-party services that mimic user behavior;

• If you need to communicate with a large audience, use an official bot or Telegram channel with a subscription.

WhatsApp number

WhatsApp blocks accounts for violations, the main reasons being:

1. Spam and mass messaging: Sending large numbers of messages, often with promotional or suspicious content, is one of the most common reasons for being blocked.

2. Fraud and phishing: Attempts to deceive other users into revealing confidential information.

3. Use of automated scripts: Automating actions that violate WhatsApp's rules.

4. Malicious content: Spreading viruses, malware, or links to fraudulent websites.

5. Violation of the Terms of Service: Posting illegal, obscene, defamatory, abusive, or hateful content.

6. Using a fake or someone else's account: Registering under someone else's name or photo may result in suspension.

7. Inactivity: If an account remains inactive (not connected to the internet) for 120 days, it may be deleted.

We recommend:

• Do not write to unfamiliar users without their consent;

• Do not use your personal account for mass mailings;

• Do not use WhatsApp as a channel for mass mailings without permission;

WhatsApp Business

WhatsApp Business can be blocked for several reasons, and Meta (the owner of WhatsApp) strictly controls business accounts. Here are the main reasons:

1. Sending unwanted messages (spam) — if you send messages to users who have not consented to communication;

2. A large number of complaints from users — if recipients frequently click «Report» on your messages;

3. Content that violates Meta policies — it is prohibited to send messages that contain deception, fraud, inappropriate content, or violate platform rules (e.g., propaganda, sale of prohibited products);

4. Circumventing official restrictions (shadow integrations) — using third-party or unofficial services for mailings or automation (without an official API);

5. Mass or frequent mailing of identical templates without user consent — if you send templates without prior interaction (without a «session»), this is a violation;

6. Use of templates that have not been approved by WhatsApp — all messages outside of a session (i.e., more than 24 hours after the customer's last response) must be sent only with approved templates.

We recommend:

• Send messages only after obtaining the customer's consent (opt-in);

• Monitor the level of complaints and refusals — this can be viewed in your account analytics;

• Do not use WhatsApp as a mass mailing channel without permission;

• Follow the rules and policies of WhatsApp Business Policy.

Instagram

Instagram may block an account for various reasons, either temporarily or permanently. The main reasons why Instagram blocks or restricts access to a profile are:

1. Violation of community rules or terms of use
   – Posting offensive, violent, or sexual content
   – Posting fake information, hate speech, or fraud
   – Copyright infringement (e.g., songs, videos, or images without permission)

2. Massive or suspicious activity
   – Too many subscriptions/unsubscriptions in a short period of time
   – Massive likes or comments (bot-like behavior)
   – Use of automated services (bots, mass following, auto-posting through unofficial platforms);

3. Complaints from other users — if the account is regularly reported for spam, abuse, or fraud;

4. Violation of advertising rules (if it is a business account)
   For example, advertising prohibited products, false promotions, or fraudulent schemes;

5. Use of a fake identity or impersonation of another person/brand
   Instagram combats accounts that impersonate others;

6. Suspicion of account hacking — if Instagram detects unusual activity from a new location or suspicious devices.

We recommend:

• Do not violate the Instagram Community Guidelines;

• Avoid spam and bot-like activity;

• Avoid posting other people's content without permission;

• Follow the rules of etiquette when communicating with other users.

Facebook Messenger

Facebook Messenger has similar reasons for blocking as Instagram, especially if you use it for business communication or mass mailings. But there are also some features specific to Messenger. The main ones are:

1. Mass messaging (spam)
   – Sending a large number of messages in a short period of time;
   – Contacting a large number of new users without their initiative;
   – Using third-party services for messaging without Meta's official permission (via unofficial APIs);

2. User complaints
   – If people complain about your messages as spam or unwanted communication;
   – If users block your account en masse after the first contact;

3. Violation of platform rules (Community Standards)
   – Sending offensive, threatening, or fake messages;
   – Sending prohibited content (e.g., financial fraud, pornography, violence, etc.);

4. Failure to comply with Facebook's business messaging policy
   – For example, sending messages to users outside the 24-hour window without a valid reason (Meta has a «24h + 1 messager» rule for bots and pages);
   – Using unofficial or uncertified platforms to send messages;

5. Suspicion of automated activity
   – If Facebook believes that an account is acting as a bot or using scripts to process messages in bulk.

We recommend:

• Follow the rules for communicating with customers (24-hour rule, message templates, etc.);

• Do not use Messenger for mass or cold messaging;

• Obtain user consent for communication (for example, after clicking the «Start» button).

In this guide, we've covered the main reasons for blocking and recommendations based on our experience. Since services often change their algorithms, the rules and reasons may differ from those listed.