Ban List
The Ban List allows you to restrict specific customers or IP addresses from sending messages through your channels. Once banned, the customer will be unable to start or continue a chat. Banning a contact will automatically finalize their active conversations, while banning an IP address will finalize all active conversations coming from that IP — which may affect multiple visitors on the same network. The restriction remains in place until an agent removes it.
You can access the Ban List from Settings → Chats → Ban List.
Ban List Overview
The Ban List page displays all restricted visitors and IP addresses across your workspace, along with details about when and how each ban was applied.
Table Columns
| Column | Description |
|---|---|
| Visitor / IP | The banned contact name or IP address |
| Reported From | The source where the ban was applied — Ban List, Conversation, or Contact |
| Reason | The reason provided by the agent when the ban was applied |
| Reported By | The agent who performed the ban |
| Date | The date and time when the ban was applied |
How to Ban
There are three ways to add someone to the Ban List.
1. Ban an IP Address from the Ban List Page
To directly ban an IP address, click the Ban IP Address button on the top right of the Ban List page. Enter the IP address and a reason, then confirm. This will appear in the Ban List with Ban List as the source.
2. Ban from a Conversation
While handling a conversation, you can ban the visitor — with the option to also ban their IP address — directly from the chat.
- Open the conversation you want to act on.
- Click the kebab button (⋮) in the conversation area.
- Select Add to Ban List.
- In the dialog, enter a reason for the ban.
- Optionally, check Also ban IP address to block the visitor's IP as well.
- Click Ban to confirm.
The ban will be saved to the Ban List with Conversation as the source.
3. Ban from Contacts
You can also ban a contact directly from the Contacts menu. This bans the contact identity — it does not ban an IP address.
- Go to Contacts from the navigation bar.
- Find the contact you want to ban.
- Click the three-dot menu (⋯) on the right side of the contact row.
- Select Ban Contact.
The ban will be saved to the Ban List with Contact as the source. Banned contacts will appear with a red icon (ⓘ) next to their name in the Contacts list.
Banning a contact will immediately finalize any of their active conversations. Banning an IP address will finalize all active conversations tied to that IP — this may affect multiple visitors if they share the same network.
How to Unban
Banned customers will remain restricted until an agent manually removes the ban.
Unban from the Ban List
In the Ban List table, click the three-dot menu (⋯) on the right side of the entry and select Unban.
Unban from Contacts
- Go to Contacts from the navigation bar.
- Find the banned contact (indicated by the red ⓘ icon).
- Click the three-dot menu (⋯) and select Unban Contact.
Why Use the Ban List?
The Ban List is useful when you need to prevent disruptive or abusive customers from continuing to interact with your team through any channel. Common use cases include:
- Blocking abusive visitors — Prevent customers who violate your communication policy from reaching your agents.
- Automatic conversation closure — When a ban is applied, any active conversations from the banned contact or IP address are immediately finalized, so agents are not left waiting on an unresolvable chat.
- IP-level restriction — Block a specific IP address when the same visitor keeps returning under different identities.
- Maintaining a record — All bans are logged with the agent, reason, and source, so your team always has visibility into why a restriction was applied.
A banned contact or IP will be unable to send messages across any channel, and any active conversations will be finalized immediately — banning an IP may affect multiple visitors sharing that address. The restriction stays in place until an agent manually lifts it, so make sure to review the Ban List periodically and unban when the restriction is no longer necessary.
