Prerequisites for Better Resolution:

  • CEE Account Login Credentials
  • Email address / Mobile number of the user

Initial Verification Steps to be Followed:

  1. Confirm Access to Blacklisting and Whitelisting:
    • Ensure that the user has the necessary permissions to blacklist or whitelist contacts in the panel.

Whitelisting Steps:

  1. Step 1: Log in to the CEE Account:

    • Log in to the respective CEE Account using the provided credentials.
    • Navigate to Audience -> Blacklist Contacts.
    • Screenshot:


  2. Step 2: Filter and Search for the User:

    • Click on the filter located on the right side of the page.
    • Search for the user by their attribute value.
    • Screenshot:


  3. Step 3: Whitelist the User:

    • Click on the three dots next to the user's entry.
    • Select "Whitelist" and choose the appropriate reason.
    • Proceed to confirm the whitelisting.
    • Screenshot:

Blacklisting Steps:

  1. Step 1: Log in to the CEE Account:

    • Log in to the respective CEE Account using the provided credentials.
    • Navigate to Audience -> Blacklist Contacts.
    • Screenshot:


  2. Step 2: Blacklist the User:

    • Click on "Blacklist Contacts" located at the top right of the page.
    • Select the primary key of the user.
    • Choose the appropriate reason and click "Save" to confirm the blacklisting.
    • Screenshot:


Resolution / Next Steps:

  1. [Reason 1]:

    • Inform the client that the user has been successfully blacklisted or whitelisted.
    • Provide Screenshot

  2. [Reason 2]:

    • If there are any issues with blacklisting or whitelisting the user, escalate to cross-functional teams to investigate further.
    • Provide findings by sharing relevant details like Problem statement, Logs, Screenshots, Reference cases.

Escalation Path:

  1. Initial Verification:

    • If there are issues after blacklisting or whitelisting the user:

  2. Further Investigation by Helpdesk:

    • If the issue persists after blacklisting or whitelisting:

      • CAT Escalation:

        • Escalate to: SME
        • Contact: SME1 / SME2
        • Email: Ticket with internal note and investigation
        • Slack Channel: [Your respective channel within Support]

      • Cross-functional Escalation:

        • Escalate to: Cross-functional Teams
        • Contact: SRE
        • Email: Child ticket to the appropriate team
        • Slack Channel (Only for escalation): [Your respective channel with Cross Functions]

Feedback on Playbook:

Please provide your feedback on the playbooks using the following link: Feedback Form