Genesys DX (formerly Bold360)

 View Only
Discussion Thread View
  • 1.  Blocking Abusive Chats

    Posted 03-24-2022 10:38
    Good morning,

    We tend to get a lot of trolls - primarily to our Police Department sites. I know you can block a chat once it moves from the bot to agent chat, but is there a way to block a customer IP for visitors that only engage with the bot and never transition to a live agent chat?

    Thanks!
    Nicole

    ------------------------------
    Nicole VanWie
    State of Arizona - City of Mesa
    ------------------------------


  • 2.  RE: Blocking Abusive Chats

    GENESYS
    Posted 03-25-2022 16:05
    Hey Nicole,

    Asked the team and sadly there doesn't currently seem to be a way block a customer IP for someone that never transitions to a live agent.

    ------------------------------
    Anthony Romero
    Genesys - Employees
    ------------------------------



  • 3.  RE: Blocking Abusive Chats
    Best Answer

    GENESYS
    Posted 03-28-2022 18:36
    Hello Nicole,

    The only option here would be to block that visitor from engaging with the Bot and Agents entirely. In the same Restrictions section where you can block a visitor's IP address from chatting with agents, above the block option you can add their IP address to the Visit IP Ignore List, which will block that IP address from being counted as a visitor, thus blocking, or ignoring the visitor from being treated like they are on the site. This means the chat button and any invitations launched by the DX HTML code will not show to the user, and likewise anything else tracked by DX, such as Conversion Codes, will not trigger as well for the ignored IP address.

    Because users can easily change their IP address, we cannot predict IP addresses to then block the users, so this would need to be a reactive approach, blocking visitor IPs that belong to trolls or users not making the best use of the Bot.


    ------------------------------
    Gregory LeMay
    Genesys - Employees
    ------------------------------



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources