Block Conversations

 

This article describes how you can block a conversation if a platform provides this feature natively, and how you can block a conversation using Social25 conversation states if the platform does not provide this feature.

 

To prevent spam and unwanted messages, some platforms provide a method to block specific users and messages from coming in. Unfortunately not all platforms provide such features, please see the Channel Support page for a complete overview of which platforms offer a native block functionality.

Native Conversation Blocking

Platforms that have support for blocking users natively can do so using the Block User endpoint in the Social25 API. For an up-to-date list of platforms that support this please check out the Channel Support page.

Unblocking conversations

If a platform supports blocking users you can call the block endpoint again in the same manner as described in the previous section, this will request the user to be unblocked with the platform.

Social25 Conversation Blocking, using conversation state

On platforms that don’t have native support for blocking users, you can prevent messages from being synced to Salesforce using the conversation state. To start off make sure to request the Social25 team to disable the BLOCKED state from pushing messages to Salesforce. You can do this by contacting support@social25.chat and requesting the BLOCKED state to be excluded. Please make sure to include the organization id of the Salesforce environment where you want this enabled.

Once that has been added by the Social25 team you can use the Update Conversation Details endpoint to place a conversation in the state blocked. Once a conversation has been placed in this state all messages received for this customer will not be synced to Salesforce. They will still show up in the chat window but won’t trigger the creation of a Heroku Message record. The API call to perform this operation might look something like this:

1 2 3 4 5 6 7 8 9 curl -X PUT \ https://social25.herokuapp.com/api/<VERSION>/tenants/<TENANT_ID>/conversations/<CONVERSATION_ID>/details/ \ -H 'Accept: application/json' \ -H 'Content-Type: application/json' \ -H 'Authorization: Bearer yoursocial25token' \ -d '{ "action": "change_state", "state": 4 }'

Unblocking conversations

To unblock a specific contact you can call the Update Conversation Details endpoint again with the status OPEN. This will make sure all future messages are synced again to Salesforce.

 

Please refer to this table for the several states that are available:

0

OPEN

This is the default state for all conversations, all messages will be pushed to Salesforce.

1

EXPIRED

The expired state represents a conversation that can not be used anymore.

2

AUTO_BOT

This is the default state if you're platform has a bot integrated as first point of contact. All messages that are received while the conversation has this state will not be pushed to Salesforce.

3

CLOSED

The closed state means that this conversation does not require any action any more from an agent. The next inbound message of the user will switch this conversation back to OPEN.

4

BLOCKED

Messages in this state will still be stored in Salesforce but won’t reopen a conversation and if configured won’t be pushed to the Salesforce environment.