Manage the Blocklist

Procedure

Step 1

In the Management Portal navigation bar, choose New Digital Channels to launch the default console.

Step 2

Switch to the Customer Console.

Step 3

Choose Settings > Manage > Blocklists.

The Default Blocklist section displays the default blocked words. You cannot delete these words, but you can activate and deactivate them.
Step 4

To deactivate a word:

  1. Choose the word from the Active list.

    Optionally, use the search field to filter the list.

    Note

    You can choose multiple blocked words by using the SHIFT key and inactivate them at once.

  2. Click the Right Arrow icon to move the blocked word to the Inactive list.

  3. Click OK to move the word from the Inactive to the Active list.

Step 5

To activate a word:

  1. Choose the word from the Inactive list.

    Optionally, use the search field to filter the list.

  2. Click the Left Arrow icon to move the blocked word to the Active list.

  3. Click OK to move the word from the Inactive to the Active list.

Step 6

In the Custom Blocklist section, add your own list of words to the blocklist.

  1. Enter the blocked word in the Enter word to blocklist field beside the Add Word button.

  2. Click Add Word.

    The word is displayed in the text box. Similarly, you can configure any number of words.
Step 7

In the Escalations section, you can enable escalations.

  1. Check the Escalations check box.

  2. Enter comma-separated Email IDs in the text box. All the configured Email IDs are notified if blocked words occur in outbound messages.

  3. Check the Allow the agent to unmask blocked words that appear in inbound messages check box to provide access permission to agents to unmask blocked words in inbound messages.

Step 8

Click Save Changes.

Note

It is mandatory to click Save Changes at the bottom-right corner of the screen to apply any actions performed on the blocklists screen.