Allow/Block List Feature

We are excited to announce the release of the Allow/Block List feature in the WhatsApp Connector for Jira. This powerful enhancement empowers agents to configure advanced communication restrictions, offering greater control over client-agent interactions through WhatsApp. Below are the details of the new feature and its key functionalities:

Feature Overview:

The Allow/Block List feature enables agents to define a set of rules to control client communication within Jira projects. This ensures a seamless and tailored customer support experience by restricting or allowing specific clients to create tickets or add comments. The rules can be applied to one or multiple projects, providing granular control at the project level.

Key Functionalities:

  1. Accessing the Feature:

    • Agents can navigate to the new "WhatsApp Allow/Block List" page in the Jira admin section.

                 

    • The page allows agents to create, view, edit, and manage communication rules.

  2. Creating New Rules:

    • Click on the "Add New Rule" button to create a new Allow/Block rule.
    • Specify the rule name and the "Restriction Type":
      • Allow List: Only the specified phone numbers can communicate with agents via WhatsApp tickets.
      • Block List: The specified phone numbers are blocked from creating tickets or adding comments.

                             

  1. Adding Clients to Rules:

    • Agents can manually add client phone numbers and names.
    • Use the Bulk Add button to upload multiple clients via a CSV or Excel file.
      • Ensure the file contains two columns: "Name" and "Phone Number".
      • Phone numbers must be in international format (e.g., +1234567890).

                               

  1. Project-Level Rule Application:

    • Agents can assign rules to one or more projects.
    • Note: Each project can only be linked to one rule at a time.
    • Rules take effect immediately upon activation and apply to all messages in linked projects.

  2. Rule Management:

    • Activation/Deactivation: Toggle rules between active and inactive states.
    • Editing and Deleting: Modify or remove existing rules as needed.
    • Filtering and Searching: Filter rules by active/inactive status or search by rule name for quick access.

  3. Immediate Effect:

    • Once a rule is active and linked to a project connected via the "Link WhatsApp Account" feature, messages are filtered according to the rule settings.

Additional Notes

  • Bulk Upload Guidance: Ensure your CSV/Excel files follow the formatting guidelines mentioned above for smooth processing.
  • Enhanced Search: Quickly search through contact lists by name or phone number when adding users to rules.
  • Rule Integrity: Agents cannot assign more than one rule to the same project, ensuring clarity and consistency in communication restrictions.

Benefits of the New Feature:

  • Improved Communication Control: Tailor which clients can interact with agents via WhatsApp, enhancing operational efficiency and security.
  • Project-Specific Rules: Flexibility to define rules on a per-project basis.
  • Streamlined Rule Management: Intuitive UI for creating, modifying, and managing rules, including bulk actions.
  • Scalability: Bulk upload support for managing large contact lists with ease.








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