Block list
Overview
To improve customer service efficiency and ensure service quality, you can use conversation scripts to set blacklists or filter specific keywords in certain situations. These settings can be implemented according to different requirement conditions, such as “match customer tags” and “message matches.” Doing so can effectively prevent some user behaviors that may disrupt human agents, ensuring that the customer support team can focus on providing higher-quality, more professional service. In addition, this approach can help screen customers who need special attention or management, allowing for more precise responses to various customer needs.
How should this be planned?
If you need to manage improper customer interactions, creating a dedicated filtering script is an effective solution. Below is how to design such a script, using a “blocklist” as an example:
Keyword filtering: Set the script to identify potentially disruptive messages. For example, when a customer message contains keywords like “only view moderators” or “stock market investment,” automatically recognize them via the condition feature. After configuring, remember to click “Save.”
Through other messages: For messages that do not meet the disruptive conditions, they should be allowed to enter the system normally so that human agents can handle them.
Handle disruptive messages: When a message is identified as disruptive, you can configure automatic alert messages to be sent or end the conversation directly, which can effectively reduce the burden on human agents.
After successfully publishing a script that blocks specific keywords, the system will automatically identify and handle customer messages containing those keywords. You can adjust the filtering conditions as needed, for example switching to using “match customer tags” to determine whether a customer belongs to the “blacklist.”
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