Block a visitor and stop spam

One person sending junk can fill your inbox and use up your plan's chats. Block them, and anything they send next is dropped before it reaches your bot. It is on every plan.

Block a visitor

1. Open the conversation in your Inbox.
2. Open Details and find Manage.
3. Click Block visitor, then Block visitor again to confirm.

From then on:

• Their new messages are not saved, never reach your bot and never send you an alert.
• They see a short neutral reply, nothing that says they are blocked.
• They never count toward your plan's chats. A chat they started this month comes off this month's count when you block it.
• The conversation stays in your inbox with a Blocked note, so you can still read what they sent.

The block covers that conversation and the network address the visitor wrote from. We keep that address only as a scrambled code, never the address itself. People who share that network, like an office, are blocked too, so if a real customer says the chat isn't answering, check your blocked list.

Unblock

Open Settings and find Blocked visitors. Each block shows who it was, when and by whom. Click Unblock and they can chat again. You can also click Unblock in the conversation's Details.

The spam shield

Every account has it, always on. A message is dropped before your bot and before it counts as a chat when:

• it has 3 or more links in it. The visitor is asked to send the question without links.
• the same text was already sent 2 times in the last 10 minutes. The visitor is asked to put it in other words or leave an email.

Short replies like "ok" or "thanks" are never dropped for repeating.

See also Take over a chat and Plans & billing.