Introduction

This functionality was created to give operations greater control over their customer service channel, preventing conversations that do not add value to the business—such as spam, harassment, or malicious contacts—from entering.

When a number is blocked, the effect is immediate: the user can no longer start or continue conversations with the operation through that WhatsApp connector. Additionally, the restriction also applies in the opposite direction: the operation will also be unable to contact that customer via WhatsApp, neither through human agents nor via chatbot.

Management is performed from a specific module within the WhatsApp connector, where it is possible to:

• Add blocked numbers one by one.
• View the list of blocked numbers.
• Check the date each block was applied.
• Remove blocks when necessary.

As part of the usage flow, the system indicates that only numbers that have messaged in the last 24 hours can be blocked.

Configuration

1. Log in to wolkvox Manager. Click on the "Configuration" button located in the top right corner.
2. Go to the "Omni Channel" tab.
3. Then, enter the "WhatsApp" tab.
4. In the table of integrated connectors, identify the WhatsApp account on which you want to manage blocks. Click on the block button identified with the red icon.

The "Block Numbers" window will open. Click on the "Add Number" button.

1. In the number field, enter the WhatsApp number you want to block.
2. Click on "Add Number."

• The number will be registered in the "Blocked Numbers" table along with its block date.
• To unblock a number, in the same "Block Numbers" window, locate the record in the blocked numbers table. Click on the X icon of the number you want to remove from the list.
• This will unblock the number for that WhatsApp connector.