Genesys Cloud CX

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  • 1.  Is it possible to block users/ip addresses from using our web chat?

    Posted 01-11-2018 15:04

    We have been experiencing anonymous users abusing our chat system for their own amusement and are wasting our agents' time. Is there built in functionality in PureCloud to block these users/their ip addresses from using the web chat embedded on our site?



  • 2.  RE: Is it possible to block users/ip addresses from using our web chat?

    GENESYS
    Posted 01-11-2018 22:43

    This is not possible today, I'll add it in as an enhancement idea.



  • 3.  RE: Is it possible to block users/ip addresses from using our web chat?

    Posted 05-08-2020 05:12
    Hello,
    Can you please let us know if this has been included in the PureCloud since then?
    Is there any way to block certain IP Addresses from abusing the web chat systems. Our clients are also experiencing similar issues.

    Thanks !

    ------------------------------
    Aakanksha Goyal
    Cloudoe BV
    ------------------------------



  • 4.  RE: Is it possible to block users/ip addresses from using our web chat?

    Posted 05-08-2020 09:44
    Hi Aakanksha Goyal,

    There is nothing specifically designed to handle this in PureCloud/Genesys Cloud.

    The two ways you could implement this would be as follows:

    1. Wrap the chat code for Genesys Cloud/PureCloud in your own code that handles blacklisting. You could check before loading the chat code at all.
    2. Send the IP address through as a one of the custom fields and use a data table in a chat flow to see if the source IP is in the data table. If it is disconnect the chat.

    Thanks,

    ------------------------------
    Daniel McLeod
    Qsect LLC
    ------------------------------



  • 5.  RE: Is it possible to block users/ip addresses from using our web chat?

    Posted 11-30-2021 12:30
    Hi Daniel-

    Realizing this is a year old, or so.

    Is there a built-in context variable for IP addresses?

    ------------------------------
    Dan Ross
    Weld North Education
    ------------------------------



  • 6.  RE: Is it possible to block users/ip addresses from using our web chat?

    GCAP Member
    Posted 01-26-2018 15:08

    Hi Lucie! What about blocking emails from a certain email address? Is that possible? We have someone sending vulgar emails and don't want our agents to have to deal with those. I've been looking in the resource center, but I can't find anything on it.



  • 7.  RE: Is it possible to block users/ip addresses from using our web chat?

    GENESYS
    Posted 01-26-2018 15:11

    Yes, you can do that. You'd need to use email flows https://help.mypurecloud.com/articles/inbound-email-flows/ and there, you'd add a decision action and if the email address matches a list you provide then you'd disconnect those emails. All other emails would be transferred to a queue.



  • 8.  RE: Is it possible to block users/ip addresses from using our web chat?

    GCAP Member
    Posted 01-26-2018 15:15

    Thank you!