Just be aware that these's a cost associated with Predictive Engagement, even tho it's low it's billed per page view which can add up if you have a popular site.
The "free" option is that if your web developers can supply customer IP from the back-end it can be added as Participant Data with Javascript when the customer starts a chat.
Original Message:
Sent: 07-04-2023 03:22
From: Robert Niblock
Subject: Web Messaging - Blocking Users
Thanks Richard, can confirm I was using Literal. Silly me *facepalms*
Confirmed all working! Appreciate you sharing your solution! Cheers
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Robert Niblock
APM
Original Message:
Sent: 07-04-2023 03:12
From: Richard Chandler
Subject: Web Messaging - Blocking Users
Hi Robert,
Can you share a copy of the message flow where you are doing the Get Journey Session and Set Participant Data? Make sure when setting participant data you are using an Expression not a Literal.
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Richard Chandler
Connect
Original Message:
Sent: 07-04-2023 03:09
From: Robert Niblock
Subject: Web Messaging - Blocking Users
@Richard Chandler
I've attempted to follow the above, but I feel like I'm missing something as the participant data in the interaction just shows Flow.session.ipAddress instead of an IP Address. Predictive Engagement is enabled. When i look in Live Now at a Visitor I can't seem to find any IP Data, so just curious how this works.
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Robert Niblock
APM
Original Message:
Sent: 07-03-2023 03:46
From: Richard Chandler
Subject: Web Messaging - Blocking Users
You first need to get journey session with message.journeycontext.customersession.id and store the result in a new variable.
Then it is NEWVARIABLENAME.ipaddress e.g. flow.session.ipaddress
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Richard Chandler
Connect
Original Message:
Sent: 07-01-2023 06:16
From: Prem Venkatesh
Subject: Web Messaging - Blocking Users
@Richard Chandler can you please let me which session variable (Architect built-in variables) is used for the IP address?
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Prem
Original Message:
Sent: 06-30-2023 06:54
From: Richard Chandler
Subject: Web Messaging - Blocking Users
If you use Predictive Engagement the IP Address is available as a session variable. This could then be looked up against a Data Table Blacklist.
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Richard Chandler
Connect
Original Message:
Sent: 06-29-2023 20:51
From: Lawrence Drayton
Subject: Web Messaging - Blocking Users
This is a feature that's lacking - we really do need the ability to block IPs at a minimum. Sure, it won't get the people that know how to VPN etc, but it does stop the majority of people that abuse the chat system from connecting again. The IP is gathered, so it makes sense to at least have an I block/disallow list
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Lawrence Drayton
Prvidr Pty Ltd
Original Message:
Sent: 06-25-2023 21:27
From: Robert Niblock
Subject: Web Messaging - Blocking Users
Hi all,
Just wanting to open a discussion on what the best method would be regarding setting up something that would block a user/customer from using Web Messaging. Our web message deployment and flow is very basic at the moment. I know this could have a multitude of different answers, but keen to hear if anyone has implemented anything to block abusive users from sending messages to agents?
I had a thought of using a database where we could put something that identifies the user and if that's found, you could route it off to disconnect the chat. Not sure if its wise to include a message telling the user they've been blocked before it disconnects the interaction. But interested to know what the best solution to this would be?
Thanks,
Rob
#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels
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Robert Niblock
APM
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