Overview
The Blocking and Flagging feature allows users to manage inappropriate or suspicious customer activity. Blocked or flagged customers and their associated requests are highlighted for better visibility and action. This feature helps streamline request management, ensure system integrity, and prevent further misuse.
Blocking Customers and Requests
How to Block a Customer
From a customer's record or request, toggle the Mark customer as option to Blocked.
A custom message can be set to display to blocked customers upon their request submission. This can be used to provide contact information to the customer if they believe they were blocked in error.
Effects of Blocking
Blocked Requests: Requests from blocked customers will not appear in the default request view, and notifications will not be sent for these requests.
Device Tracking: If a customer uses the same device to submit a new request with different information, the system will automatically block these requests as well.
Custom Messaging: Blocked customers receive a message upon submission that informs them of the block and any next steps they can take.
Blocking by Association
If a blocked customer shares a Visitor ID with other customer accounts, those accounts may also be blocked. A note will be added to the customer record explaining the association and pointing to the original blocked customer.
Flagging Customers and Requests
How to Flag a Customer
From a customer's profile or request, toggle the Mark customer as option to Flagged.
Flagging is used to indicate potentially suspicious behavior or accounts that need further review.
Effects of Flagging
Flagged Requests: Requests from flagged customers are marked in yellow for easy identification.
Notifications are still sent for flagged requests, but they serve as a warning for operators. Emails will show an asterisk next to a customer's name for flagged customers.
Indicators for Blocked and Flagged Requests
Blocked Requests: Highlighted in red within the dashboard.
Flagged Requests: Highlighted in yellow for quick identification.
Notes and Notifications for Blocked or Flagged Customers
Customer Record Notes
When a customer is blocked or flagged by association, a note is automatically added to their record indicating the original blocked customer or reason for the action.
Visibility of Requests
Blocked requests will not appear in the main view, reducing clutter and ensuring operators focus on actionable requests.
Flagged requests remain visible in the main view but are marked for operator awareness.
Setting Custom Messages for Blocked Customers
Why Use Custom Messages?
To provide transparency and guide blocked customers on how to resolve issues if they believe they were blocked in error.
How to Set a Custom Message
Navigate to Customer App Settings > App Content. Users will need to toggle on the "Override success message" option and they will prompted to enter in the message they want to display.
Frequently Asked Questions (FAQs)
Q: Can flagged customers still submit requests?
A: Yes, flagged customers can submit requests, and those requests will be visible in the main view for operators to review.
Q: How does blocking by association work?
A: If multiple customer accounts share a device or Visitor ID with a blocked customer, those accounts may also be blocked. A note will indicate the original blocked customer.
Q: Can I unblock a customer?
A: Yes, you can toggle the customer’s status back to None from their profile.
Q: Will notifications be sent for blocked requests?
A: No, notifications are not sent for blocked requests, and they will not appear in the main request view.
Q: Will is a Visitor ID?
A: A Visitor ID is a unique ID assigned to every customer that submits a request. Click here to learn more.
Conclusion
The Blocking and Flagging feature helps users efficiently manage suspicious or inappropriate activity while maintaining a clean and actionable request queue. By leveraging this feature, operators can focus on legitimate requests and ensure system security. For further assistance, contact our support team.