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 message from customer’s that has been blocked, message will appears in the blocked ticket list of supervisor.

For example, when customers 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 images below

360 Customer View

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

Blocked Tab

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

Blocked Ticket List (Supervisor)

In the list of blocked tickets, you can unblock the ticket by selecting the ticket you want to unblock and click the unblock ticket button (). Then, you will prompts to confirm the unblock ticket, click 'Yes' button to proceed, or you can click 'No' button to return to the customer support page

Confirmation to Unblocked Ticket

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 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 prompts to confirm the unblock contact request, such as images below.

Confirmation to Unblocked Contact

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.