Genesys Cloud - Main

 View Only

Sign Up

  • 1.  Web Messaging - Accepting Documents and Preventing Bad Actors

    Posted 08-07-2025 15:55

    Hey All!

    My org is looking at launching web messenger to include document uploads by our customers.  

    Wanted to get your thoughts or experience on how we can mitigate or prevents bots or bad actors from mass spamming the tool.  

    I understand we can decide which file types we can allow customers to send.

    Would love to hear how our peers handling uploads from customers and other things to think about.

    Much appreciated.


    #DigitalChannels

    ------------------------------
    Melissa Callender
    Senior Operations Specialist
    Ontario Teachers Pension Plan
    ------------------------------


  • 2.  RE: Web Messaging - Accepting Documents and Preventing Bad Actors
    Best Answer

    Posted 08-07-2025 16:17

    Messenger is session-based.  Once they connect into your system, it goes through a Messaging Flow where you can check for volume, repetitive visitors, and other things if you are worried about attacks, you can disconnect those in the flow.  Once they are connected to an agent, there is not a lot of automation that would allow for multiple upgrades and it is limited by size and type by what you define in the digital profiles.



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

    Original Message


Related Content