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Access Rules: Block an email address or SMS number from submitting tickets and chats

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Should the need arise, Admins can use the Blocking List For Email, SMS and LibChat to prevent individual email addresses and SMS numbers, or entire email domains, from submitting tickets or chats to your LibAnswers system.

If a user attempts to...

  • Submit a question form using a blocked email address (or an address from a blocked domain name), they will receive an error message and the ticket will not be submitted.
  • Send an email to a queue from a blocked email address (or an address from a blocked domain name), the email will neither generate a ticket nor appear in spam.
  • Send an SMS message to a queue from a blocked phone number, a ticket will not be generated. The message will also not trigger a queue's SMS auto-responders.
  • Start a chat session from a chat widget that requires contact info at the start using a blocked email address (or an address from a blocked domain name) or phone number, the chat will not be submitted. 
    • Chat widgets that do not require contact info at the start are not impacted by any blocks.

Access the block list

  1. Go to Admin > System Settings.
  2. On the System Settings page, click the Access Rules tab.
  3. Scroll down to the Blocking List For Email, SMS and LibChat panel to view and manage the list for your LibAnswers system.
the Blocking List for Email and SMS panel
The Blocking List For Email, SMS and LibChat settings are found under the Access Rules tab of the LibAnswers System Settings.

Add an email address, domain name, or phone number to the block list

After an email address, domain name, or phone number is added to the block list, it can no longer be used to submit tickets or chats. However, this will not remove tickets or chat transcripts previously submitted by that address or phone number. Those tickets and chat transcripts can still be deleted manually, however.

Currently, Admins can add up to 100 entries to the block list for a LibAnswers system.

  1. In the Blocking List For Email, SMS and LibChat panel, click the Add Entry to Blocking List button.
the Add Entry to Blocking List button
Click the Add Entry to Blocking List button to add an email address, domain, or phone number.
  1. In the Add to Block List window, use the Type dropdown to select the type of block to add.
    • Email Address: this will prevent a single email address from submitting tickets via email or question form, and block the email from being used as contact info at the start of a chat session.
    • Email Domain: this will prevent all email addresses from the specified domain name from submitting tickets via email or question form, and block the domain from being used in any contact info at the start of a chat session.
    • SMS / Phone: this will prevent a specific phone number from submitting tickets via SMS, and block the phone number from being used as contact info at the start of a chat session.
  2. In the Address/Number field, enter the address, domain name, or phone number to block. If the Type you selected is...
    • Email Address: enter the full email address to block.
    • Email Domain: enter the domain name to block without the @ symbol. For example, to block all emails from addresses ending in @spamsalot.com, you would enter spamsalot.com. If you want to block subdomains, you must add a separate entry for each (i.e. spamsalot.com does not also block sir.spamsalot.com, so you must add sir.spamsalot.com separately).
    • SMS / Phone: enter the phone number preceded by the country calling code. Do not enter any spaces, hyphens, periods, or other punctuation -- enter only the digits.
  3. In the Note field, you can optionally leave a note describing this block.
  4. Click the Add Block button to add it to the list.
the Add to Block List modal window
In the Add to Block List window, select the type of block to add, the address or number to block, and an optional note.

Remove an entry from the block list

By removing an email address, domain name, or phone number from the block list, the affected email address(es) or phone number can resume submitting tickets and chats. Please note that this will not restore messages that were previously blocked.

  1. In the Blocking List For Email, SMS and LibChat panel, locate the entry you want to remove. Click on a column heading to sort the table by that column, or use the Search field to filter the list by text matching.
  2. Click the entry's Delete button in the Actions column.
an entry's Delete button
Click on an entry's Delete button to remove it from the block list.