Click "Block Customer" button on Record Page (Account, Case, Voice Call, Messaging Session)

Select Channel (pre populate automatically with respect to the context page)

Provide reason and justification

Create "Customer Service Channel Block"

Can block be auto-approved?

No

Status = Awaiting for Approval

Send Request to Manager's approval and notify managers

Approved?

No

Change request status to Rejected

Set Expiration Date explicitly or use default

Status = Approved

Block Active (Status = Approved && Expiration Date >= TODAY)

Send Notification to Managers

Settings are managed as brand-channel combination

user actions

actions

Customer Service Channel Block sObject