Blacklist rules

Buzzeasy provides blacklist rules to prevent bad-faith actors and unwanted users from contacting the contact center.

Blacklist customer records

You can create blacklist rules for your customers to partially or completely restrict them from accessing your channels. Blacklisting is available for Voice, Email, Instagram, WhatsApp, and Viber, but not for unauthenticated webchat.

To blacklist a customer record, go to the Portal > Customers > Customers. Locate the customer(s) you want to blacklist and click on their profile.

Click the blacklist button, then choose to either block them entirely or block them for a specific media type. Enter a reason for the blacklist and confirm your action.

You can remove the blacklist rule at any time or review your blacklist rules through the 'Show Blacklisted' entry in the portal. The list displays the customer ID, media types a customer is blacklisted from, the user who blacklisted the customer, the number of attempts made by the customer, and the reason for the blacklist.

Once blacklisted, customers will be unable to contact you through the blacklisted media channel. For example, in voice, they will hear a busy tone; in chat, they will not receive any messages.

Warning

The attempt count may not be accurate for Voice channels, as carriers often retry the call on a busy tone, with each retry counted as a separate attempt for a single actual call.