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