What is this feature and why you should use it.
When agents are interacting with customers, they may encounter people who are not using the Talkative system as intended. When an agent runs into one of these people, they have the option to block the user from being able to create any future interactions. This is useful for when users are abusive or sharing scam links.

Who can use this feature?

Table of Contents  

• How to block a user as an Agent [2 Minutes]
  • Step 1: Complete an interaction in the console
  • Step 2: Block the customer

How to block a user as an Agent [2 Minutes]

Users can be blocked by an agent after an interaction has been ended, but prior to the 'completion stage'. 

Step 1: Complete an interaction in the console

• Once the interaction is ready to be ended, click the red 'X' at the top right of the page.
  
• Then once this has been clicked once, click it a second time to mark the interaction as 'complete' to enter the wrap up phase.
  

Step 2: Block the customer

• After clicking the red 'X' twice, a dialog window will appear. On this window a tickbox called "Block this customer" will appear. Click the tickbox
  
• Once this has been clicked, a new textbox will appear. Use this textbox to explain why this user needed to be blocked.
  

The information logged in this textbox can be viewed later by a supervisor

• Then click confirm to block the customer and mark the interaction as 'Complete'

Frequently asked Questions (FAQ's)

• Question 1: I can't see the "Block this customer" tickbox
  • Answer: This needs to be enabled in the settings menu. For more information click here