Admins can set up routing rules to prevent customers from sending emails to your agents and essentially denylist email addresses.
Important: You must have permission to manage your email rules.
- In the Web Admin Center, click .
- On the Routing Rules for Email page, select an existing rule or click Create New.
Result: The Edit/New Routing Rule for Email page is displayed.
- Name the rule.
Rules are displayed in the rules list by Rule Name. Each rule should have a unique name for easy identification.
- In the User's email address contains field, type the email address of the customers you want to block.
You can add multiple email addresses.
- On the Actions tab, select a folder and a department that are not part of any other routing rules.
- Save your routing rule.
Your unwanted emails will still be available in Bold360, but will be routed to a department and folder that is not attended by any agent.