Blacklist¶
The Blacklist module stores the customers your agents have banned β by phone number, IP address, browser (local storage) or WhatsApp ID β so they cannot reach your queues until the ban expires. Agents ban customers from an open activity; team leaders use this module to review bans, change how long they last and lift them.
For administrators
Who can ban, in which queues, and for how long is set up in Blacklist Database. For how blacklists relate to your other customer data, see How Customer Data Works.
Watch this video that explains Daktela Blacklisting.
How to Blacklist Customers¶
Agents can ban a customer in a call, SMS or web chat activity. The queues and agents who can ban customers are defined by the blacklist database settings, the queue settings, and the agents' user rights. This setup process is explained in detail in the Blacklist Database article. If everything is set up correctly, the agent will see the Ban contact button in the bottom control bar of the activity.
If the agent clicks this button, the interaction with the customer will end immediately. The agent will be prompted to specify the reason for the ban. The agent can either cancel the action (the customer will not be banned) or confirm it (the customer will be banned).
If the ban is applied, the customer will be banned for a specific period based on the blacklist database selected in the queue settings.
How to View and Edit Blacklist Entries¶
Blacklisted customers can be viewed in CRM β Blacklist. To open the module, your access must include the CRM Blacklist module, and you need a CRM licence. In the grid, you can see all blacklist entries that have not expired yet. You can check the Show expired checkbox to quickly display all blacklist entries, including the expired ones. You can manually create a new blacklist or edit the existing one.
| Field | Description |
|---|---|
| Number/IP | Phone number, IP address or WhatsApp ID that was banned. |
| Type | Phone number / IP address / Local storage / WhatsApp ID. Warning: A Local storage type ban can only be created via the ban button when configured in the blacklist database. |
| Normalized CLID | Normalized phone number. Is filled automatically. |
| Reversed number | Reversed value of normalized phone number. Is filled automatically. |
| Description | The reason the agent entered when banning the customer in an activity. |
| Contact | If the ban occurred during queue activity with a paired contact, it is filled here. |
| Blacklist database | If the ban occurred in an activity, it will display the blacklist database that the queue had in its settings. This determines the calculated timeout below. |
| User | If the ban occurred during an activity, this is the user that banned the customer. |
| Timeout | Select the expiration of this ban. If the ban occurred during queue activity, timeout is calculated based on blacklist database settings. |
If you want to remove a customer from the blacklist, you can delete them from the grid.
Next Steps¶
- CRM β see the contact behind a ban and their history.
- Blacklist Database β change ban lengths or which queues check the blacklist (administrators).