Cloud Kicks (CK) supports customers through Salesforce Messaging. Service agents have reported multiple instances where customers have used abusive language. CK wants a way to prevent abusive customers from starting future messaging sessions.
A record-triggered Flow can be used to automatically update or restrict future messaging access when a customer’s record (for example, contact or messaging session) meets specific criteria—such as detecting abusive behavior or a flag field being set. This automation can block or flag future messaging sessions at the data level.
Option A (IP blocking) is not supported natively in Salesforce Messaging.
Option B (Omni-Flow) manages work routing, not user eligibility for channel access.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide – Interaction Channels Domain.
Salesforce Help: “Automate Messaging Restrictions Using Record-Triggered Flows.”
Salesforce Spring ’24 Release Notes – Messaging Controls and Automation Enhancements.
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