In SprintHub, you can block contacts directly in your 360º Customer Service.
Blocking a contact may be a necessary measure for several reasons. Here are some common reasons:
Harassment or nuisance: If a contact is sending constant, offensive, threatening messages or spam, blocking may be the best way to stop that behavior.
Limiting communication: Sometimes you may want to end or avoid communication with someone without having to justify yourself, and blocking offers a simple solution for that.
Protecting yourself from scams or fraud: If a number is sending suspicious messages related to scams or fraud, blocking is a way to avoid being deceived.
These are some of the main reasons, but the decision to block a contact is personal and depends on the specific circumstances.
To block a contact, you must first grant that permission to your users (non-administrators). To do this, follow these steps:
By granting this permission, users will be able to block Leads/Contacts as needed. Otherwise, only administrators will have this ability.
Go to System Settings ⚙;
Select the option: Permission Group;
To create a new group click “+ New Group”, to edit an existing one, click “Edit”;
To enable the block contact function, just check the selection box ☑️;
After making the changes, click “Save Changes”.
To learn more about permission groups, click the article below:
This procedure can be performed in both modes: List and Kanban.
To block a contact, follow the steps below:
Go to 360º Customer Service and Block the Contact:
Go to SAC 360º via “Find Services”. Or simply type the name, and the feature appears.
Open a ticket and then click “Ticket Options”, with the … icon;
Click “🚫 Block Contact”;
Set the reason for the block;
When confirmed, the contact number of the Lead will be blocked and will remain in the blocked list, being prevented from sending and receiving messages.
Click “Block.”
Lead Page
Blocked contacts settings:
Click "Settings" and then "Blocked Contacts";
View the list of blocked contacts, which displays information such as: Lead name, reason for blocking, contact number, responsible user, date and time of blocking;
To add a new block, click "+ New Block";
Use the search function to find blocked contacts by name or number;
To unblock a contact, just click "Unblock".
CONCLUSION:
Blocking a contact in SprintHub is an essential feature to maintain control and organization of your 360º Customer Service. With this tool, you can ensure that your users have the ability to manage unwanted or inappropriate interactions with leads and contacts. By setting permissions correctly, the process becomes agile and effective, helping to protect the team and optimize the company’s communication flow.
