Consumer Management

CCAI Platform provides several capabilities to manage consumers.

Consumer Privacy

You can remove call, chat, or email data to ensure consumer privacy. When a new session starts between a consumer and an agent, a Contact Center AI Platform (CCAI Platform) ID is created. Use this ID to remove the data.

1. Go to Settings> Consumer Management> Consumer Privacy.

2. Enter each CCAI Platform ID and separate the IDs with a comma or a space.

3. Click Deleteto confirm the consumer data is made private, and click Clearto reset the list of IDs entered.

Phone Number Blocklist

Adding a number here will prevent this Call or SMS from being handled. The phone number entered will be applied for Calls (IVR) and SMS Channels.

::: warning Add the Country Code to ensure the phone number will be blocked. :::

1. Go to Settings > Consumer Management > Phone Number Blocklist.

2. Click + Add Phone Number.

   Duplicate numbers present an error message.

3. Enter the Phone Number (include the country code).

4. Click Save.

To remove a phone number from the list, click the X.