Multichannel Filter Options

In the Spring 24 release, you can filter fields, such as State, ZIP code, and Phone Position when creating rules that contain SMS interactions. Previously, these filters worked with Voice channels only.

For example, you can now create a contact rule to block SMS when the ZIP code specified is 35771 or the state specified is Alabama.

Contact Results for Multichannel Interactions

Starting from the Spring 24 release, you can add contact results when you create blocks for SMS interactions. For example, you can create a rule that counts only SMS results that are successfully delivered to a customer by including the result for successfully delivered SMS.

In the previous releases, rules that contained result filters did not count SMS attempts.