Blocked Contact
Sometimes you need to block a customer contact when the contact is marked as spam. Contact has been blocked will move to the Blocked tab. If you get messages from customers that have been blocked, messages will appear in the blocked ticket list of supervisor.
You must enable the block contact feature on the system settings page. If this feature is not enabled then, you won't be able to block your customer contact. This privilege is only by the Administrator. For further explanation, you can refer to this page.
For example, there are customers that send spam messages to Agents or BOT. The agent can also block the contact on the customer’s contact page or through the agent and supervisor dashboard. On the customer contact page, select a contact that you want to block, then you will see a customer contact 360 customer view pop-up, click the ‘Block‘ button such as the images below
If blocking a customer’s contact is successful, you will see a successful notification and the customer’s contact will be moved to the blocked tab, like the image below
At the agent dashboard, closed the ticket of customer. So, if the customer sends a message to the agents or BOT again, the message will appear in the blocked ticket list of supervisors.
Unblock Tickets: This feature only functions to unblock tickets, not to unblock contacts. When the ticket is unblocked, the ticket will move to the BOT tab (If the BOT is activated) or will move to the Unassigned supervisor tab (if the BOT is not activated).
But, if you want to unblock a customer’s contact, in the customer contact page click the Blocked tab, select and click contact that you want to unblock. In the 360 customer view pop-up, click the 'Unblock' button. Then, you will prompt to confirm the unblock contact request, such as the images below.
Unblock All: Existed blocked tickets from this contact will move to the Unassigned tab or BOT tab. Delete All: Existed blocked tickets from this contact will be deleted from the system and database.
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