Sometimes you might want to make sure that messages from a specific end user (customer) aren't routed to your agents. (or maybe you have a VIP client that should get to your senior team). In this article, we will create a flow to achieve that.
First, we need to create an identifier of such customers, for the system to know which users to route away from the agents. In the settings/ custom fields, we will create a new Customer card custom field.
Choose the drop-down list in the type, type in your values (i.e. blocked/ VIP/NO), and make the field visible in the right panel and editable.
Once created you can see the field in the right panel in the case detail. You can also edit it there as well. Mark the to-be-blocked user as BLOCK
Now we need to create a queue for cases created by blocked customers. Simply go to the settings/ Intelligent routing/ Routing Queues and create a SPAM queue (if you already have one, skip this step). Do not assign any agents or teams to this queue.
In the queue, filters add a new filter and set the priority to 0.
Now go to the filter conditions and click add a new condition
select the "Customer Card Custom field" condition type and click create
Now choose the BLOCK value in the drop-down and save
And there you have it! We've created a flow where any case from a customer with the custom field filled in, will be automatically routed to our spam queue. You could also apply this to VIP customers just change the names and set the priority high :)
We recommend changing the status of these cases to closed once they enter the SPAM queue. You can easily do so by creating a trigger based on the "routing queue changed" event and adding your closing job to that trigger.