Avoiding webchat spam actions

[martin_d_cernadas]

Hello. I wish to introduce you with an annoying customer behaviour, that happened to block our agent activity during webchat interactions. I am willing to block such actions, someway somehow.

This specific situtuation occured today, when a VIP customer with webchat option, started several webchat sessions (using the specific button enabled in our home-banking app --- I work for a financial institution).

During an hour and a half, and because the webchat is addressed through a skill (the agent email, in fact) these clicks launched an interaction after another, despite that the agent closed it with its corresponding wrap-up code, another session started and so on. It became a blocking behaviour.

¿Is it a way to prevent this in the future , I mean, some global max-delay between close-start sessions, or a maximum of N-sessions per day in a webchat channel?

Regards.

[tim.smith]

There aren't currently any throttling mechanisms for chat in PureCloud. You can request new features and enhancements at https://purecloud.ideas.aha.io/ideas.

This is something your web site will need to control. Your site will need to be able to throttle the creation of chats by preventing the function call ININ.webchat.create(chatConfig) from being invoked repeatedly. For example, your site could use a cookie or local storage to track when it created a chat and avoid creating new ones until your desired cooldown period has elapsed.

[martin_d_cernadas]

Copy that, Tim, txs.