Dynamics 365 Contact Center – Manage Chat SPAM

In this post I will suggest some basic steps worth considering if you’re trying to reduce chat spam when using Microsoft’s Dynamics 365 Contact Center.

I have previously explained how you should limit access to your chat widget to specific domains. If you haven’t configured your widget to only show from your domains … then may be reviewing those settings should be your first step. You can read my previous post here.

Assuming your chat widget initially opens a virtual agent or transfers directly to a human then you may want to consider adding a pre-chat conversation survey.

Why? Well, the presence of a widget will be one extra step for an automated process to navigate before starting your chat. By adding mandatory questions in the pre-conversation dialog, you create extra steps that must be navigated before a chat will start.

If (like me) your BOT is already capable of capturing customer details and escalating to a human, you may not need the pre-chat survey to capture anything significant. But adding a simple consent question should help reduce your spam.

To explain the impacts …. Below you can see my customer service workspace. Two chats are showing to supervisors in the ongoing dashboard. To achieve this I have simply opened my chat widget in two browsers. (Without needing to enter anything!)

Now imagine someone tried to target your website. They’d just need to trigger your chat URL to open multiple times, and the supervisor dashboard would become “full” of spam chat requests. The supervisors would quickly find it hard to identify which chats are from humans and which are spam.

Below you can see that I’m adding a pre-conversation survey question into my chat. To do this I edit my chat channel and add a pre-conversation survey within the behaviours tab.

I am simply adding a “consent” question. Making it mandatory, meaning someone would need to submit their response before the chat will start.

Now opening the chat will not be visible to supervisors! As the chat does not begin until someone accepts the consent question.

Below you can see how my consent question shows to customers.

The result being that chats will not show in the ongoing conversation dashboard until the customer has submitted the consent question. Making it harder to create spam chats which impact the business.

Hopefully you’ll have found these pointers useful in trying to reduce the chance of spam chats. Enjoy.

Original Post https://neilparkhurst.com/2024/11/19/dynamics-365-contact-center-manage-chat-spam/