Occasionally, you may encounter visitors who abuse your live chat - sending spam, using inappropriate language, or repeatedly initiating unwanted conversations. Social Intents provides a blocking mechanism that allows agents to ban a visitor during an active chat, immediately preventing that visitor from starting new conversations.
How Blocking Works
When an agent blocks a visitor, the system identifies the visitor, adds them to the widget's block list, and saves the change immediately. The block takes effect instantly - the blocked visitor can no longer start a chat on that widget.
Blocking a Visitor
Blocking is done through a chat command during an active conversation. There is no separate UI or settings page for initiating a block - it happens in real time within the chat.
Using the /block Command
/block and send the message.
/block, it is interpreted as a system command, not a chat message. The visitor does not see "/block" in their chat window. The block is applied silently.
What the Blocked Visitor Experiences
A blocked visitor does not receive an error message or notification that they have been blocked. When they try to start a new chat, the chat simply does not initiate. The chat button may still appear on your website, but clicking it and submitting a message will not create a connection. The result is a silent block rather than an explicit rejection.
Block List Management
Per-Widget Scope
Each widget has its own independent block list - blocking a visitor on one widget does not affect other widgets. If you have multiple chat widgets on different pages or for different departments, a block only applies to the specific widget where the /block command was issued.
Viewing the Block List
Admins can view the block list through the widget's Targeting tab in the widget settings.
Removing a Block
To unblock a visitor, remove them from the widget's block list in the Targeting tab. After saving the widget settings, the change takes effect immediately and the visitor can start new chats again.
When to Block a Visitor
Blocking is a significant action that should be used judiciously. Here are appropriate and inappropriate scenarios:
Appropriate Reasons to Block
| Scenario | Example |
|---|---|
| Spam | Visitor sends automated or bulk promotional messages through the chat |
| Abuse or harassment | Visitor uses inappropriate, threatening, or offensive language toward agents |
| Repeated unwanted contact | Visitor has been warned about behavior and continues to abuse the chat |
| Bot traffic | Automated scripts are initiating fake chat sessions |
| Competitor reconnaissance | A competitor is repeatedly using chat to extract proprietary information |
When NOT to Block
| Scenario | Better Approach |
|---|---|
| Unhappy or frustrated customer | Address their concerns. Escalate to a manager if needed. Blocking frustrated customers damages your brand. |
| Visitor asking too many questions | Help them or direct them to relevant resources. Inquisitive visitors are often high-intent prospects. |
| Agent had a bad interaction | Review the situation with a manager. Blocking should be based on the visitor's behavior, not the agent's frustration. |
| Visitor contacted multiple times about same issue | Resolve the underlying issue or provide a clear resolution. The visitor is returning because their problem was not solved. |
Limitations
Blocking is effective for most situations but has some inherent limitations:
- Per-widget scope - Blocks apply only to the widget where the
/blockcommand was issued. If you need to block a visitor across all widgets, you would need to block them on each widget separately. - Determined bad actors - A visitor who is determined to circumvent a block may find ways to do so. For persistent abuse, consider using your website's firewall or CDN for network-level blocking.
- Shared networks - In some cases, blocking one visitor could affect other visitors on the same network (e.g., corporate offices or public Wi-Fi). Be cautious when blocking visitors from known institutional networks.
Best Practices
Document the Reason
Before blocking a visitor, make a note of why you are blocking them. Keep an internal log of blocks with dates and reasons. This helps when reviewing the block list later and deciding whether to unblock someone.
Warn Before Blocking
For persistent but non-abusive behavior, consider giving the visitor a warning before blocking. Let them know that their behavior is not acceptable and that continued abuse will result in their access being restricted.
Review the Block List Periodically
Set a quarterly reminder to review your block list and remove old entries that are no longer relevant. This prevents the block list from growing indefinitely.
Coordinate Across Your Team
Make sure your agents understand the blocking policy. Define clear guidelines for when blocking is appropriate and require agents to report blocks to their administrator.
Consider Alternatives First
Before blocking, explore other options:
- End the conversation - Simply close the chat without blocking. The visitor can start a new chat, but they may not.
- Use canned responses - Send a professional response addressing the inappropriate behavior before ending the chat.
- Escalate to a manager - Let a manager or admin handle the situation and make the blocking decision.
- Set the widget offline temporarily - If you are experiencing a burst of spam, temporarily taking the widget offline stops all new chats while you assess the situation.
Blocking and AI Chatbots
If you have an AI chatbot enabled on your widget, blocked visitors are also blocked from interacting with the AI chatbot. The block check happens at the chat initiation level, before any response - human or AI - is delivered.
Blocking on Platform Integrations
The /block command works from the Social Intents web dashboard chat console. When using platform integrations (Microsoft Teams, Slack, Google Chat), the ability to use the /block command depends on the integration. Check whether your platform integration supports chat commands. If not, you can always open the web dashboard to issue the block command for an active conversation.
Frequently Asked Questions
Can any agent block a visitor?
Yes, any agent handling an active conversation can use the /block command, regardless of their role. However, it is best practice to establish a blocking policy that defines when blocking is appropriate and whether agents should consult an admin before blocking.
Does the visitor know they have been blocked?
No. The block is silent. The visitor does not receive a notification or error message. When they try to start a new chat, it simply does not connect.
Can I block a visitor after the chat has ended?
The /block command works during an active chat session. To block a visitor after the chat has ended, you can add them to the widget's block list manually through the Targeting tab in your widget settings.
Is blocking permanent?
Blocks remain in effect until they are manually removed from the widget's block list. There is no automatic expiration.
Does blocking affect all my widgets?
No. Each widget maintains its own separate block list. Blocking a visitor on one widget does not block them on your other widgets.
What if I accidentally block a legitimate visitor?
Remove the visitor from the block list in the widget's Targeting tab. The unblock takes effect immediately after saving.