The Comm100 Ticketing & Messaging system allows the creation of support tickets out of any messaging channels your agent receives. However, it is also noted that your agent also receives unsolicited ticket messages. This article acquaints you to manage block contact identities across different channels from Agent Console and Control Panel.

The Control Panel allows you to block new contact identities or edit existing ones. The Block Sender feature helps you block unsolicited messages from specific messaging channels and move them to the ticket's Junk folder or reject them.

Step by Step Instructions

To block contact identities in Comm100 Control Panel, follow these steps:

1. Log in to your Comm100 Control Panel.
2. From the left navigation menu, go to Ticketing & Messaging > Settings > Blocked Senders.
   The Blocked Senders page appears. The page displays the blocked identities, channels, and block levels in the Blocked Sender list.
   You can filter the Blocked Sender list by channel and sender's ID and edit or delete the sender from the Operations column.
3. To block a new contact identity, click New Blocked Sender.
   
4. On the New Blocked Sender page, from the Channel drop-down list, select from the Email, SMS, and WhatsApp.
   • If you select Email from the Channel drop-down list, provide an email or domain of the contact identity in the text field. For example, jacob@comm100.com or @comm100.com.
   • If you select SMS or WhatsApp from the Channel drop-down list, provide the phone number of the contact identity in the text field. The phone number must include the country code. For example, +918447822589.
5. Set the block level of the contact identity. You can either select Mark future messages as junk or Reject all future messages for the contact identity.
   If you select Mark future messages as junk, the future messages from the blocked contact identity in the designated channel are put to the junk folder.
   
   
6. Click Save.
   Note: If the contact identity is on the following channels—Facebook, Instagram, Twitter, Telegram, WeChat, and LINE, you can only block them from the Comm100 Agent Console.  
    

You can block contact identity from Agent Console for the following channels—Email, Facebook, Instagram, Twitter, Telegram, WeChat, LINE, SMS, and WhatsApp. When the Block Sender pop-up opens, you can view all channels of the contact. You can select one or more channels to block the contact identity.

The contact identity in a parent channel type is also blocked in all child channels. For example, if you block a contact identity in the Twitter channel, the same is also blocked in Tweet and Twitter Direct Message.

Step by Step Instructions

To block contact identities in Comm100 Agent Console, follow these steps:

1. Log in to your Comm100 Agent Console.
2. Navigate to the Ticketing & Messaging tab.    
3. Click on a ticket from the ticket list you want to block.
4. Click the drop-down list icon next to the Resolve/Close button, then select Block Sender.
   Note: Agents with View & Manage Block Senders permission in the feature point can only see the Block Sender option in the menu.
   
5. On the Block Sender pop-up, select the sender's contact identity. You can block one or more identities of the same contact in one operation.
6. Select the block level to either of the following:
   • Mark future messages as Junk: This option moves all future messages to the Junk folder.
   • Reject all future messages: This option prevents all future messages from creating a ticket in the system.
   
   
7. Click OK.
   The contact identity is successfully blocked, and its entry (name and ID) displays in the Block Sender list in Control Panel.

Manage Tickets in Junk Folder

The messages marked as junk are available in the Junk folder. The following operation options—Not Junk, Reject, and Delete are available for each message in the Junk folder. 

In Agent Console, if you mark a junk message as Not Junk, the sender moves out from the blocked sender list for the associated message channel only.

Suppose you mark a junk message as Reject. In that case, the sender's block level changes to Reject all future messages for the associated message channel only, and the future messages from the blocked sender in the designated channel will not exist in Agent Console.

Exception

The tickets created from Facebook (Facebook Visitor Post or Facebook Wall Post) and Instagram (Instagram Post or Instagram Post Comment) may have multiple Contacts commenting on the same post. Therefore, while blocking such senders, ensure that you first change their contact name with the correct sender's contact you want to block.

And then block the same.