The Allow/Block feature is a feature that will allow all users to preset and fill in a configuration that would determine, either clients that are blocked and are unable from communicating through tickets with corresponding agents (users will not be able of neither creating new tickets nor adding comments to an existing ticket), or an agent can use this feature to prepare a set of phone numbers (clients), and set these phone numbers to be the only ones that can communicate with agents through tickets. (Of course, agents should be first connected to the "link WhatsApp account" feature in order to use the Allow/Block feature).

The main points to be aware of concerning this feature:

  • Agents can access this feature through the "WhatsApp Allow/Block List" page in the admin section as seen in the image below.
  • Agents can create a new configuration by clicking on the "Add New Rule" button.
  • Agents can specify whether they want to block or allow the selected users by setting the "Restriction type" radio buttons in the "Restrictions" tab as seen in the image below:
  • Agents can either manually add a phone number or use the Bulk add button and add a CSV or Excel file. (Please note, to upload an excel file, the file should consist of two columns, the first for the client's name and the other for the phone number which should be written in international format (e.g., +1234567890) and you should change the format of the cell to text to be able to do that, by right clicking the cell and accessing "format cells" and in the "Number" tab choose the "text" option). The below image is an example:
  • Agents can search through their contact list either by name or phone number.
  • Agents should select the project/s that the rule will be applied on.
  • Please note that each project can only be connected to one rule.
  • Agents can choose to set a rule to active or inactive (setting it to inactive would stop the rule from being applied on the selected project/s).
  • Agents can filter the rules list by active or inactive, or search by rule name.
  • Agents can at any time delete or edit an existing rule
  • Once an agent has set an active rule and connected it to a project (which is in turn connected to "Link WhatsApp account), the rule will immediately take effect, and messages sent by clients will be filtered according to this rule.
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