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  • 1.  Blocking Abusive Customer SMS

    Posted 08-05-2024 14:50
    No replies, thread closed.

    We have a customer who keeps texting into our Genesys org and is spamming our associates and sending abusive messages.  We are looking to block this message, but Genesys care let me know they do not have a native way to do this.

    It was recommended to to using "State.TaskblockedNumbers" but that has not worked.

    Does anyone have a work around to get this to work?

    Thank you!


    #ArchitectureandDesign

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    Matthew Aubin
    Raymours Furniture Company, Inc. d/b/a Raymour & Flanigan Furniture and Mattresses
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  • 2.  RE: Blocking Abusive Customer SMS
    Best Answer

    Posted 08-05-2024 15:49
    No replies, thread closed.

    Simple.

    Setup a table with the phone number as the key. 

    Use a messaging flow that the SMS number is directed to and first step, lookup to see if that number is in the data table.

    If found, just disconnect the SMS or send back a response that that SMS is not working.

    If not found, send through to the agents.



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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