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Amazon Connect’s Agent Workspace does not natively support blocking or unblocking WhatsApp Business users. Blocking functionality is typically managed through the WhatsApp Business API itself, rather than through Amazon Connect.
Alternative Solutions:
• Contact Flow Logic: You can design custom contact flows in Amazon Connect to filter or route WhatsApp messages based on sender information.
• Lambda Function Integration: Integrate AWS Lambda functions within your contact flows to check incoming WhatsApp messages against a list of blocked numbers. Messages from blocked users can then be automatically handled or suppressed.
• Third-party Integration: Explore 3rd party WhatsApp Business management tools that provide blocking features and can be connected to Amazon Connect via APIs.
Based on the available information, there is no specific feature mentioned for blocking or unblocking WhatsApp users directly within the Amazon Connect agent workspace.
The WhatsApp Business messaging integration with Amazon Connect provides capabilities such as text messages, interactive messages, rich link previews, delivery and read receipts for business messages, and attachments. However, user blocking functionality is not listed among the documented capabilities.
The documentation covers various aspects of WhatsApp Business integration with Amazon Connect, including setup processes, messaging capabilities and limitations, but does not mention any user blocking or unblocking functionality that would be available to agents within the workspace.
If this functionality is important for your use case, you might want to contact AWS support directly to inquire about this specific capability or potential workarounds that might be available.
Sources
WhatsApp Business messaging capabilities and limitations with Amazon Connect - Amazon Connect
Newly enhanced Amazon Connect adds generative AI, WhatsApp Business, and secure data collection | AWS News Blog
Set up WhatsApp Business messaging - Amazon Connect
