Banning a visitor

The instructions below are for desktops and laptops only.

If you’re receiving spam or inappropriate messages in chats, you can ban the visitor to prevent them from sending more messages. Banning a visitor stops them from interacting with the chat widget on your site—but it doesn’t prevent them from viewing your website.

You can choose to ban a visitor during an active chat, from your Inbox, or manually by adding their IP address to your Ban List. You can also remove a ban at any time.

If you're currently chatting with a visitor and need to block them, follow these steps:

1. Click the 3 dots at the top-right corner of the chat window, and select Ban.

2. A confirmation window will appear in the right panel. You can:

- Add a reason for the ban (optional but helpful for your team).

- Choose Ban IP to prevent the visitor from accessing the widget using the same IP in the future.

Then, click Ban.

Tip: Banning by IP is more effective than banning by cookies. If you don’t select the IP option, visitors can potentially return by clearing their cookies.

You can also ban a visitor after the chat has ended:

1. Click Inbox on the top menu.

2. Click Chats in the left menu. Then, open the chat with the visitor you want to ban.

3. Click the 3 dots at the top-right corner of the chat window, and select Ban.

4. A confirmation window will appear in the right panel. You can:

- Add a reason for the ban (optional but helpful for your team).

- Choose Ban IP to prevent the visitor from accessing the widget using the same IP in the future.

Then, click Ban.

You can also block a visitor who is not currently in the chat by using their IP address.

2. Click User Management in the left menu and select Ban List.

3. The Ban List will appear, showing your current bans. Click Ban IP in the top right.

4. Enter the IP address and a reason for the ban. Then, click Save to add the visitor to the list.

• Banning by IP is the most reliable method, especially for blocking repeat offenders.

• Visitors banned by cookies may return by clearing browser data, so IP bans are recommended for stronger control.

• Use ban reasons to help your team understand why a visitor was blocked.

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