Engage Voice | Intro to Blocked IP

IP (internet protocol) blocking is a form of security used on incoming chat messages to block connections from a specific IP address that is considered undesirable. The Blocked IP feature in Omni-channel Voice Admin allows you to create an IP blocking rule to block messages from customers in a specific IP address. 

 

For the purpose of this article, we’ll discuss how the blocked IP feature works on messages that come into the system and how to configure it.

 

Every device connected to the internet needs to have an identifier. IP addresses are the numerical addresses used to identify a particular piece of hardware connected to the internet. You can block chat requests from specific IP addresses once you add them to the system. This can help your agents avoid troublesome customers by blocking their IP address from initiating chats. For example, if a customer uses abusive language or sends spam messages, you can block that user. When the customer attempts to initiate a chat from a blocked IP address, the chat will not come into the system. 

You can configure blocked IP for chats by navigating to Routing > Advanced settings > Blocked IP via the left-hand navigation bar. If you’d like to know more, visit Configuring Blocked IP.