Spam Whatsapp users are starting new conversations with the same phone number, but there is no way to block/suspend and/or report this user(s) from sending new messages because in Zendesk is constantly creating a new user (I guess because there is no email address to match).
Accepted
Block/suspend and/or report spam users in Whatsapp
- Product Manager
Thank you for the feedback. We agree that this is an important feature and have been looking into ways we can support preventing spam on WhatsApp, particularly since their API doesn't currently provide an endpoint which allows us to do this easily.
In the meanwhile, we would suggest the use of a bot on WhatsApp if you are finding the volume of spam to be too much, this will prevent any spam messages from making their way into Zendesk as a ticket. Bots can also be super helpful in other ways for managing the volume of tickets you're seeing.
@stephanie13 thanks for your reply, we had another example why this is important. Some agents were exposed to highly undesired content and couldn't be protected from it by simply suspending a user. I understand the WA API doesn't support it, but even being able to block incoming messages on the Zendesk side would be really helpful.
To further endorse/empower the desire for this functionality, I think steps need to be taken to address the Digital Services Act, which states that Digital platforms need (WhatsApp included) User Reporting and Redress Mechanisms: Platforms must provide easy-to-use mechanisms for users to report illegal content and appeal content moderation decisions.
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