Managing the Zoom Virtual Agent block list for campaigns

Admins can prevent chat consumers from accessing digital campaigns by blocking their IP addresses. When a consumer with a blocked IP visits the brand's website, they will not see the sticky invitation. If they had access to a digital campaign previously and attempt to restart an engagement, they will receive an error message stating, "Unable to process this request at this time," which blocks them from resuming the interaction. This helps ensure unauthorized users are kept out of chat conversations.

Admins also have the ability to efficiently manage the block list, including importing and exporting IP addresses, adding new ones, or deleting multiple entries at once. Any updates made to the block list are automatically synchronized between Zoom Contact Center and Zoom Virtual Agent.

Requirements for managing the Zoom Virtual Agent block list for campaigns

Table of Contents

How to access the Zoom Virtual Agent block list

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click AI Management, then Virtual Agent.
  3. Under Chatbots, click the Preferences tab, then the Account sub-tab.
  4. Scroll down to the Block list for campaigns section.
  5. Click Manage block rules.

How to add IP address to the Zoom Virtual Agent block list

  1. Access the Zoom Virtual Agent block list.
  2. Click Add new rule.
    A pop-up will appear.
  3. In the IP address field, enter the complete IP address you wish to block.
  4. (Optional) In the Comment field, add a description up to 50 characters to note the reason for blocking this IP.
  5. (Optional) Click Active Status to toggle the blocked number off.
  6. Click Save.
    The pop-up will close and the number will be added to your block list.

How to edit an existing rule in the Zoom Virtual Agent block list

  1. Access the Zoom Virtual Agent block list.
  2. To the right of the rule you wish to edit, click the ellipsis icon .
  3. Click Edit.
    A pop-up will appear.
  4. Make your desired changes to the rule.
  5. Click Save.
    The pop-up will close and your changes will be applied.

How to import rules to the Zoom Virtual Agent block list via CSV

  1. Access the Zoom Virtual Agent block list.
  2. Click Import.
    A pop-up will appear.
  3. Under CSV Format, click Download CSV sample.
    A sample CSV file will be downloaded.
  4. Open the sample CSV file.
  5. Fill out the CSV file.
  6. Save the file as a CSV.
  7. In the pop-up back in the web portal, choose either the Add block rules tab or Update block rules tab.
    Add block rules will add rules to the existing block List. Update block rules will overwrite the existing block List.
    Note: The ID field is required in the CSV if you are updating an existing rule with an ID.
  8. Click Choose a File.
    A file selection window will appear.
  9. Click your saved CSV and upload it.
    Once the CSV has finished uploading, the Import block rules from the CSV file pop-up will display information regarding the results of the upload, notifying you of which rules were successful and whether any were unsuccessful.
  10. Click Cancel to exit the pop-up.

How to export rules from the Zoom Virtual Agent block list

Export all records from the block list

  1. Access the Zoom Virtual Agent block list.
  2. Click Export.
    A CSV will be downloaded containing the block list’s rules.

Export specific records from the block list

  1. Access the Zoom Virtual Agent block list.
  2. Check the box to the left of each rule you wish to export.
  3. At the top of the rules list, click Export selected.
    A CSV will be downloaded containing only the rules you selected.

How to delete rules from the Zoom Virtual Agent block list

Delete an individual rule from the block List

  1. Access the Zoom Virtual Agent block list.
  2. To the right of the rule you wish to delete, click the ellipsis icon .
  3. Click Delete.
    A pop-up will appear.
  4. Click Delete in the pop-up.
    Note: Once this is done, it cannot be undone.

Delete multiple rules from the block List

  1. Access the Zoom Virtual Agent block list.
  2. Check the box to the left of each rule you wish to delete.
  3. At the top of the rules list, click Delete selected.
    A pop-up will appear.
  4. Click Delete in the pop-up.
    Note: Once this is done, it cannot be undone.