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Banning customers and IP addresses

How to stop an abusive customer or visitor from writing to you, and how to lift a ban.

If someone keeps sending spam or abuse, you can ban them. A ban stops new messages from reaching the bot and your team. Conversations the person already had stay where they are.

Only administrators or managers can create and remove bans.

Ban a customer

  1. Open one of the customer's conversations.
  2. In the details panel on the right, next to Access, click Ban customer.
  3. In the Ban this customer? dialog, choose For how long: Until I remove it, 24 hours, 7 days, or 30 days.
  4. Optionally add a Reason.
  5. Tick the confirmation box and click Ban.

A banned customer can no longer start conversations or send messages on any of your channels: web chat, email, WhatsApp, Messenger, and Instagram. They get no notice; their messages simply stop being answered.

Ban an IP address

  1. Open a conversation from that visitor.
  2. In the details panel, click the IP address and choose Ban this IP address.
  3. Under How much to block, choose Just this address, The whole network, or A range I'll type myself.
  4. Choose For how long, optionally add a Reason, tick the confirmation box, and click Ban.

Visitors from a banned address stop seeing the chat widget on your sites. They see no error; the widget simply doesn't appear.

Be careful with ranges. On an office or mobile network, one range can cover thousands of unrelated people.

Manage bans

Open Settings → Bans. The IP addresses and Customers tabs list every active ban, with Permanent or the date it expires. Click Remove to lift a ban.

On the IP addresses tab you can also ban an address or range directly: type it in IP address or range (for example 1.2.3.4 or 1.2.3.0/24), optionally add a reason, and click Add ban.