Banning a visitor from chatting

If a particular visitor is harassing or otherwise causing a nuisance for your chat team, you can ban them from seeing and using Breadstack Live Chat on your website.

Be aware that visitor bans take effect immediately: the chat window will close and the chat widget will disappear from the visitor's view. 

You will no longer be able to see the visitor's activity in Service > Visitors.

The ban will stay in effect until the visitor is unbanned.

To ban a visitor, you must have picked up the chat by sending at least one message. Once you've done this, you'll see several icons appear at the top of the chat window.

1. At the upper right corner of the chat window, click on the ... icon and select Ban this Visitor.
   
   
2. In the popup, provide a short explanation for the ban, then click Ban & End Chat.
   

You'll see a popup confirming that the ban has taken effect. To double-check, go to Service > Visitors and open the Banned Visitor List at the top right corner of the screen.

On their end, the customer will see a message simply stating that the chat connection has been lost.

You can unban a visitor at any time.

• Related Articles

• Unbanning a visitor

  If you've banned a visitor from chatting, you can undo the ban at any time. Go to Visitor Tracking and open the Banned Visitor List at the upper right corner of the screen. In the list, click on the customer you would like to unban. Click Unban at ...

• Initiating a chat with a visitor

  With Breadstack live chat, you don't have to wait for customers to contact you - you can reach out to them proactively while they're on your website. Starting a chat with a visitor is a great way to build a personal connection and encourage more ...

• Prompting visitors

  With prompts, you can send a single short message to all or groups of visitors currently on your site. This is a great way to inform visitors about a current promotion, encourage them to join your loyalty program, or announce a new product. Prompt or ...

• Customizing chat auto-responses

  When a customer starts a new chat and selects their reason for chatting, they see one of two automatic responses: Offline Chat Response - Outside business hours, this message lets customers know all agents are currently offline. Online Chat Response ...

• Answering a chat from a customer

  When visitors initiate chats via your chat widget (or social media channels, if your store has integrated those with Breadstack) you'll see their messages in Service > Live Chat. Here's how to pick up an incoming chat, and an overview of actions you ...