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</svg> <span>Copy link</span> </a> <span class="c-copy-button__success b--u-text-xs" data-copy-button-target="success">Link copied to the clipboard</span> <textarea data-copy-button-target="text" readonly class="c-copy-button__textarea">https://www.livechat.com/help/dealing-with-confused-or-abusive-visitors/</textarea> </div> </div> </div> </div> </div> </div> <span itemscope itemtype="https://schema.org/Article"> <meta itemprop="headline" content="Dealing with confused or abusive visitors"> <meta itemprop="datePublished" content='2012-02-23T17:39:41Z'> <meta itemprop="dateModified" content='2023-11-15T17:42:38+01:00'> <meta itemprop="author" content="Justyna Janowska"> <meta itemprop="articleSection" content="Best practices"> <meta itemprop="articleSection" content="Tips and tricks"> <meta itemprop="articleBody" content="At times, you or your agents will receive chats from people who mistake you for another company or service. On other occasions, you can get chats from online bullies who want to abuse your agents. Read on to see what to do in such situations. Use campaigns strategically To cut down on the number of accidental chats, you can increase the time it takes for your campaign to pop up. When you set it to appear immediately after someone reaches your site, you will get chats with lots of visitors. Including those who reached your site by mistake. They don’t need long to see that they are on the wrong website, so delaying your campaigns by 10 or 15 seconds should reduce spam chats. Filter out spam chats using the pre-chat form Another way to filter out your visitors is by using the pre-chat form. It&rsquo;s a form displayed to visitors before they start the chat. Apart from being a great tool for collecting contact details, the pre-chat form helps sift serious customers from spammers. Visitors who are genuinely interested in your service will take the effort to fill it out while time-wasters are likely to be deterred by it. Take advantage of canned responses You can reduce spam chats to a minimum but you will get one sooner or later. It&rsquo;s just baked into the cake. It&rsquo;s important not to lose temper when it happens. You wouldn&rsquo;t throw a visitor out of your store just because they confused doors, right? Keep calm and let them know they are on the wrong website. It may be a good idea to create a canned response for dealing with confused visitors. It will save your time and goodwill. Here&rsquo;s a canned response that works for us when it comes to dealing with confused visitors: &lsquo;I believe you’re confusing us with some other company. I’m afraid I can&rsquo;t help you with your questions.&rsquo; Here&rsquo;s a canned response that works for us when it comes to dealing with confused visitors: &lsquo;I believe you’re confusing us with some other company. I’m afraid I can&rsquo;t help you with your questions.&rsquo; End a chat When you notice that a visitor is intentionally trying to ruin your day, you have two ways out: either end the chat or ban the visitor. Whichever you choose, make sure that the visitor is not simply confused but tries to be rude or abusive on purpose. There are two ways to end a chat: from the chat list and the chat feed. End a chat from the chat list. Hover over the name of the customer in the chat list. An x should appear in the top right corner Click on the x. To finalize, click on Close and archive. End a chat from the chat feed Click on the three dots icon &ldquo;&hellip;&rdquo; in the top right corner. Choose Stop this chat. Confirm, by clicking on Stop chat. Ban visitors If closing the chat is not enough and a customer keeps causing trouble, you can ban them. Banning prevents customers from using your chat, but it won&rsquo;t kick them off your website. Banned customers won&rsquo;t see your chat, won&rsquo;t appear in the Traffic section and will be ignored by automatic campaigns. There are three ways to ban unwanted visitors: via Chats, Archives, and by adding their IP to the banned customers list. Ban a visitor during a chat Each agent can block a visitor during an active chat. Here&rsquo;s how to do it: 1 Select the three dots icon “…” in the top right corner. 2 Click on Ban this customer. 3 Select the number of days the visitor should be banned for. 4 To finalize, select Ban customer. That&rsquo;s it. You can see the list of all the banned customers in Settings. Ban a visitor from the Archives Even if the chat ended and the customer is no longer on your site, it&rsquo;s still possible to block them. To ban an unwanted customer after the chat ended, go to the Archives section and follow these steps: First log in to Livechat. Then go to Archives and follow these steps: 1 Select the three dots icon “…” in the top right corner of the chat feed. 2 Select Ban this customer. 3 Select the number of days the visitor should be banned for. 4 To finalize, select Ban customer. Add an IP address to the Banned visitors list Adding an IP address to the Banned customers list won’t block users with dynamic IPs. To block such visitors, you need to ban them during an active conversation, as such action will set an additional ban cookie on their device. Adding an IP address to the Banned customers list won’t block users with dynamic IPs. To block such visitors, you need to ban them during an active conversation, as such action will set an additional ban cookie on their device. To add an IP address to the Banned customers list, follow the steps below: 1 Log in to LiveChat and go to Settings &gt; Security &gt; Banned customers. 2 Select Ban customer. 3 Enter the IP of the abusive customer and set up the length of the ban. 4 Finally, click on Ban customer. If you don&rsquo;t know the IP, go to the archives and look up the chat you had with the spammer. You will find the IP after you click the chat to see its details. If you don&rsquo;t know the IP, go to the archives and look up the chat you had with the spammer. You will find the IP after you click the chat to see its details. All banned customers will appear on the list below for you to view and manage. Unban a customer Any admin or owner can remove banned IPs from the banned customers list. To do it, log in to LiveChat and go to go to Settings &gt; Security &gt; Banned customers. Once there, find the IP address, and select the Unban button. Done! The customer can now chat with you again. "> </span> <div data-controller="amplitude-scroll" style="overflow-x: clip;" itemscope itemtype="http://schema.org/HowTo"> <article data-controller="scroll-spy is-sticky-toc"> <div class="u-flex u-w-full b--u-mx-auto b--u-mb-6 lg:u-mb-0 u-justify-between" style="max-width: 72.5rem;"> <div data-scroll-spy-target="article" class="c-hc-article"> <div class="o-container"> <h1 class="b--u-mb-4 b--md:u-mb-8" itemprop="name"><span class="b--u-text-3xl">Dealing with confused or abusive visitors</span></h1> <div class="u-flex u-flex-wrap b--u-pb-6 b--md:u-pb-8 b--lg:u-pb-12"><div class="u-flex u-items-center u-basis-12 md:u-basis-auto b--u-mr-3 b--u-mb-3 md:u-mb-0"><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_48,h_48,c_fill/help/janowska.jpeg" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_96,h_96,c_fill/help/janowska.jpeg 2x" class="u-w-fit b--u-mr-2 u-ml-0 u-round" width="48"><div>Justyna Janowska</div> </div><div class="u-flex u-items-center b--u-mr-3 b--sm:u-mr-4"> <img src="/help/icons/time.svg" class="u-w-fit b--u-mr-1 u-ml-0 u--mt-3xs" alt="" width="20"> <span>5 min read</span> </div> <div class="u-flex u-items-center"> <img src="/help/icons/update.svg" class="u-w-fit b--u-mr-1 u-ml-0 u--mt-3xs" alt="" width="20"> <span>updated: Nov 15, 2023</span> </div> </div> </div> <aside data-is-sticky-toc-target="stickyElement" class="c-toc lg:u-basis-4 b--lg:u-pl-3 b--u-pb-3 lg:u-hidden" style="position: sticky; top: 0; z-index: 1; overflow-y: clip;"> <div class="b--lg:u-py-4 lg:u--my-xl u-border-gray-900"> <div data-controller="attribute" class="c-toc--mobile b--xl:u-pr-4"> <h3 id="hc-toc-heading" class="u-relative u-mb-0" style="z-index: 2;"><button data-action="click->attribute#toggleClass" class="b--u-text-base b--u-text-bold b--lg:u-pl-3 u-mb-0 u-text-gray-300 b--u-p-2 b--u-bg-white u-border-b u-border-gray-800 u-w-full u-text-left" style="cursor: pointer;">Table of contents</button></h3> <div data-scroll-spy-target="list" data-action="click->attribute#toggleClass" data-attribute-target="element" data-attribute-toggle-class="v--active" class="c-toc--mobile__wrap b--u-bg-white b--u-p-1 u-border-b v--active"> <nav id="TableOfContents"> <ul> <li><a href="#campaigns">Use campaigns strategically</a></li> <li><a href="#survey">Filter out spam chats using the pre-chat form</a></li> <li><a href="#canned-response">Take advantage of canned responses</a></li> <li><a href="#end-chat">End a chat</a></li> <li><a href="#ban">Ban visitors</a></li> <li><a href="#unban">Unban a customer</a></li> </ul> </nav> </div> </div> </div> </aside> <div class="c-hc-article-content o-container b--u-text-base c-hc-article-content--first"> <p>At times, you or your agents will receive chats from people who mistake you for another company or service. On other occasions, you can get chats from online bullies who want to abuse your agents. Read on to see what to do in such situations.</p> <h2 id="campaigns">Use campaigns strategically<a href="#campaigns" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/dealing-with-confused-or-abusive-visitors/#campaigns" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h2> <p>To cut down on the number of accidental chats, you can increase the time it takes for your <a href="https://www.livechat.com/help/why-should-i-set-up-chat-greetings/"></a><a href="https://www.livechat.com/help/targeted-messages/" target="_blank">campaign</a> to pop up.</p> <p>When you set it to appear immediately after someone reaches your site, you will get chats with lots of visitors. Including those who reached your site by mistake. They don’t need long to see that they are on the wrong website, so <strong>delaying your campaigns by 10 or 15 seconds should reduce spam chats.</strong></p> <h2 id="survey">Filter out spam chats using the pre-chat form<a href="#survey" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/dealing-with-confused-or-abusive-visitors/#survey" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h2> <p>Another way to filter out your visitors is by using the <a href="https://www.livechat.com/help/chat-surveys/">pre-chat </a><a href="https://www.livechat.com/help/chat-surveys/">form</a>. It’s a form displayed to visitors before they start the chat. Apart from being a great tool for collecting contact details, <strong>the pre-chat form helps sift serious customers from spammers.</strong> Visitors who are genuinely interested in your service will take the effort to fill it out while time-wasters are likely to be deterred by it.</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/help/LiveChat-Pre-chat-survey.png" alt="LiveChat Pre-chat form"></p> <h2 id="canned-response">Take advantage of canned responses<a href="#canned-response" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/dealing-with-confused-or-abusive-visitors/#canned-response" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h2> <p>You can reduce spam chats to a minimum but you will get one sooner or later. It’s just baked into the cake. It’s important not to lose temper when it happens. You wouldn’t throw a visitor out of your store just because they confused doors, right? Keep calm and let them know they are on the wrong website. It may be a good idea to create a <a href="https://www.livechat.com/help/canned-responses/">canned response</a> for dealing with confused visitors. It will save your time and goodwill.</p> <div class="b--u-py-5 b--u-px-4 b--u-mt-4 b--u-mb-6 u-border-2 u-rounded u-border-green u-text-center md:u-text-left u-flex u-flex-col md:u-flex-row u-items-center"> <div class="b--u-mb-3 md:u-mb-0 b--md:u-mr-4 md:u-basis-2"><img src="/help/icons/tip-1.svg" alt="" width="90" class="u-border-0 u-my-0"> </div> <div class="u-hidden md:u-block md:u-basis-12 u-text-left">Here’s a canned response that works for us when it comes to dealing with confused visitors: ‘I believe you’re confusing us with some other company. I’m afraid I can’t help you with your questions.’</div> <div class="md:u-hidden">Here’s a canned response that works for us when it comes to dealing with confused visitors: ‘I believe you’re confusing us with some other company. I’m afraid I can’t help you with your questions.’</div> </div> <h2 id="end-chat">End a chat<a href="#end-chat" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/dealing-with-confused-or-abusive-visitors/#end-chat" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h2> <p>When you notice that a visitor is intentionally trying to ruin your day, you have two ways out: either end the chat or ban the visitor. Whichever you choose, make sure that the visitor is not simply confused but tries to be rude or abusive on purpose.</p> <p>There are two ways to end a chat: from the chat list and the chat feed.</p> <h3 id="chat-list">End a chat from the chat list.<a href="#chat-list" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/dealing-with-confused-or-abusive-visitors/#chat-list" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h3> <ol> <li><strong>Hover</strong> over the name of the customer in the chat list. An <strong>x</strong> should appear in the top right corner</li> </ol> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/help/How-to-close-a-chat-from-the-Chat-list-1024x465.png" alt="How to close a chat from the Chat list"></p> <ol start="2"> <li>Click on the <strong>x</strong>.</li> </ol> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/help/Click-on-the-x-to-close-the-chat-1024x465.png" alt="Click on the x to close the chat"></p> <ol start="3"> <li>To finalize, click on <strong>Close and archive</strong>.</li> </ol> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/help/Click-on-Close-and-Archive-to-finalize-1024x465.png" alt="Click on Close and archive to finalise"></p> <h3 id="chat-feed">End a chat from the chat feed<a href="#chat-feed" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/dealing-with-confused-or-abusive-visitors/#chat-feed" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h3> <ol> <li>Click on the three dots icon “<strong>…</strong>” in the top right corner.</li> </ol> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/help/How-to-close-a-chat-in-LiveChat-1024x465.png" alt="How to close a chat in LiveChat"></p> <ol start="2"> <li>Choose <strong>Stop this chat.</strong></li> </ol> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/help/Click-on-stop-this-chat-1024x465.png" alt="Click on stop this chat"></p> <ol start="3"> <li>Confirm, by clicking on <strong>Stop chat</strong>.</li> </ol> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/help/Confirm-by-clicking-on-stop-chat-in-the-LiveChat-app-1024x465.png" alt="Confirm by clicking on stop chat in the LiveChat app"></p> <h2 id="ban">Ban visitors<a href="#ban" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/dealing-with-confused-or-abusive-visitors/#ban" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h2> <p>If closing the chat is not enough and a customer keeps causing trouble, you can ban them. Banning prevents customers from using your chat, but it won’t kick them off your website. <strong>Banned customers won’t see your chat, won’t appear in the <a href="https://www.livechat.com/help/traffic/" target="_blank">Traffic</a> section and will be ignored by automatic campaigns</strong>.</p> <p>There are three ways to ban unwanted visitors: via Chats, Archives, and by adding their IP to the banned customers list.</p> <h3 id="ban-a-visitor-during-a-chat">Ban a visitor during a chat<a href="#ban-a-visitor-during-a-chat" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/dealing-with-confused-or-abusive-visitors/#ban-a-visitor-during-a-chat" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h3> <p>Each agent can block a visitor during an active chat. Here’s how to do it:</p> </div><div class="c-hc-article-content o-container b--u-my-4 lg:u-basis-12 c-progress" data-controller="tour" itemprop="step" itemscope itemtype="http://schema.org/HowToSection"><meta itemprop="position" content="1"/> <meta itemprop="name" content="How to ban a customer"/><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="how-to-ban-a-customer-step-1"> <meta itemprop="url" content="https://www.livechat.com/help/dealing-with-confused-or-abusive-visitors/#how-to-ban-a-customer-step-1"/> <meta itemprop="position" content="1"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Ban%20customer/1BanChat.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">1</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Select the three dots icon “…” in the top right corner.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Ban%20customer/1BanChat.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/help/Ban%20customer/1BanChat.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="how-to-ban-a-customer-step-2"> <meta itemprop="url" content="https://www.livechat.com/help/dealing-with-confused-or-abusive-visitors/#how-to-ban-a-customer-step-2"/> <meta itemprop="position" content="2"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Ban%20customer/2BanChat.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">2</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Click on <strong>Ban this customer</strong>.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Ban%20customer/2BanChat.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/help/Ban%20customer/2BanChat.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="how-to-ban-a-customer-step-3"> <meta itemprop="url" content="https://www.livechat.com/help/dealing-with-confused-or-abusive-visitors/#how-to-ban-a-customer-step-3"/> <meta itemprop="position" content="3"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Ban%20customer/3BanChat.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">3</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Select the number of days the visitor should be banned for.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Ban%20customer/3BanChat.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/help/Ban%20customer/3BanChat.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="how-to-ban-a-customer-step-4"> <meta itemprop="url" content="https://www.livechat.com/help/dealing-with-confused-or-abusive-visitors/#how-to-ban-a-customer-step-4"/> <meta itemprop="position" content="4"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Ban%20customer/4BanChat.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">4</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">To finalize, select <strong>Ban customer</strong>.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Ban%20customer/4BanChat.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/help/Ban%20customer/4BanChat.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div></div> <div class="c-hc-article-content o-container b--u-text-base b--u-mt-6 lg:u-mt-0 lg:u-basis-8"> <p>That’s it. You can see the list of all the banned customers in <a href="https://my.livechatinc.com/settings/banned-customers">Settings</a>.</p> <h3 id="ban-a-visitor-from-the-archives">Ban a visitor from the Archives<a href="#ban-a-visitor-from-the-archives" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/dealing-with-confused-or-abusive-visitors/#ban-a-visitor-from-the-archives" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h3> <p>Even if the chat ended and the customer is no longer on your site, it’s still possible to block them. To ban an unwanted customer after the chat ended, go to the <a href="https://my.livechatinc.com/archives">Archives</a> section and follow these steps:</p> <p>First <strong>log in</strong> to Livechat. Then go to <a href="https://my.livechatinc.com/archives">Archives</a> and follow these steps:</p> </div><div class="c-hc-article-content o-container b--u-my-4 lg:u-basis-12 c-progress" data-controller="tour" itemprop="step" itemscope itemtype="http://schema.org/HowToSection"><meta itemprop="position" content="2"/> <meta itemprop="name" content="Ban a customer in Archives"/><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="ban-a-customer-in-archives-step-1"> <meta itemprop="url" content="https://www.livechat.com/help/dealing-with-confused-or-abusive-visitors/#ban-a-customer-in-archives-step-1"/> <meta itemprop="position" content="1"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Ban%20customer/ArchivesChF.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">1</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Select the three dots icon “…” in the top right corner of the chat feed.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Ban%20customer/ArchivesChF.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/help/Ban%20customer/ArchivesChF.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="ban-a-customer-in-archives-step-2"> <meta itemprop="url" content="https://www.livechat.com/help/dealing-with-confused-or-abusive-visitors/#ban-a-customer-in-archives-step-2"/> <meta itemprop="position" content="2"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Ban%20customer/1BanCust.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">2</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Select <strong>Ban this customer</strong>.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Ban%20customer/1BanCust.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/help/Ban%20customer/1BanCust.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="ban-a-customer-in-archives-step-3"> <meta itemprop="url" content="https://www.livechat.com/help/dealing-with-confused-or-abusive-visitors/#ban-a-customer-in-archives-step-3"/> <meta itemprop="position" content="3"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Ban%20customer/2BanDays.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">3</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Select the <strong>number of days</strong> the visitor should be banned for.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Ban%20customer/2BanDays.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/help/Ban%20customer/2BanDays.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="ban-a-customer-in-archives-step-4"> <meta itemprop="url" content="https://www.livechat.com/help/dealing-with-confused-or-abusive-visitors/#ban-a-customer-in-archives-step-4"/> <meta itemprop="position" content="4"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Ban%20customer/3BanConf.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">4</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">To finalize, select <strong>Ban customer</strong>.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Ban%20customer/3BanConf.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/help/Ban%20customer/3BanConf.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div></div> <div class="c-hc-article-content o-container b--u-text-base b--u-mt-6 lg:u-mt-0 lg:u-basis-8"> <h3 id="add-an-ip-address-to-the-banned-visitors-list">Add an IP address to the Banned visitors list<a href="#add-an-ip-address-to-the-banned-visitors-list" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/dealing-with-confused-or-abusive-visitors/#add-an-ip-address-to-the-banned-visitors-list" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h3> <div class="b--u-py-5 b--u-px-4 b--u-mt-4 b--u-mb-6 u-border-2 u-rounded u-border-green u-text-center md:u-text-left u-flex u-flex-col md:u-flex-row u-items-center"> <div class="b--u-mb-3 md:u-mb-0 b--md:u-mr-4 md:u-basis-2"><img src="/help/icons/tip-1.svg" alt="" width="90" class="u-border-0 u-my-0"> </div> <div class="u-hidden md:u-block md:u-basis-12 u-text-left">Adding an IP address to the Banned customers list won’t block users with dynamic IPs. To block such visitors, you need to ban them during an active conversation, as such action will set an additional ban cookie on their device.</div> <div class="md:u-hidden">Adding an IP address to the Banned customers list won’t block users with dynamic IPs. To block such visitors, you need to ban them during an active conversation, as such action will set an additional ban cookie on their device.</div> </div> <p>To add an IP address to the Banned customers list, follow the steps below:</p> </div><div class="c-hc-article-content o-container b--u-my-4 lg:u-basis-12 c-progress" data-controller="tour" itemprop="step" itemscope itemtype="http://schema.org/HowToSection"><meta itemprop="position" content="3"/> <meta itemprop="name" content="Add an IP address to the Banned customers list"/><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="add-an-ip-address-to-the-banned-customers-list-step-1"> <meta itemprop="url" content="https://www.livechat.com/help/dealing-with-confused-or-abusive-visitors/#add-an-ip-address-to-the-banned-customers-list-step-1"/> <meta itemprop="position" content="1"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Ban%20customer/1Banned_visitors_-_empty_state.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">1</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Log in to LiveChat and go to Settings > Security > <a href="https://my.livechatinc.com/settings/banned-customers">Banned customers</a>.</div> </div> </div><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="add-an-ip-address-to-the-banned-customers-list-step-2"> <meta itemprop="url" content="https://www.livechat.com/help/dealing-with-confused-or-abusive-visitors/#add-an-ip-address-to-the-banned-customers-list-step-2"/> <meta itemprop="position" content="2"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Ban%20customer/1Banned_visitors_-_empty_state.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">2</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Select <strong>Ban customer</strong>.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Ban%20customer/1Banned_visitors_-_empty_state.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/help/Ban%20customer/1Banned_visitors_-_empty_state.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="add-an-ip-address-to-the-banned-customers-list-step-3"> <meta itemprop="url" content="https://www.livechat.com/help/dealing-with-confused-or-abusive-visitors/#add-an-ip-address-to-the-banned-customers-list-step-3"/> <meta itemprop="position" content="3"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Ban%20customer/2Ban_from_settings1.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">3</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Enter the IP of the abusive customer and set up the length of the ban.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Ban%20customer/2Ban_from_settings1.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/help/Ban%20customer/2Ban_from_settings1.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div><div class="c-tour b--u-mb-12"> <div class="c-progress__steps"><div class="u-flex u-items-stretch b--u-mb-3" itemprop="itemListElement" itemscope itemtype="http://schema.org/HowToStep" id="add-an-ip-address-to-the-banned-customers-list-step-4"> <meta itemprop="url" content="https://www.livechat.com/help/dealing-with-confused-or-abusive-visitors/#add-an-ip-address-to-the-banned-customers-list-step-4"/> <meta itemprop="position" content="4"/><meta itemprop="image" content="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Ban%20customer/3Ban_from_settings1.png"> <span class="b--u-text-2xl u-font-normal u-text-center u-basis-1 b--u-mr-1.5">4</span> <div class="u-basis-11 u-w-full u-flex u-items-center u--mb-sm"> <div class="u-w-full" itemprop="text">Finally, click on <strong>Ban customer</strong>.</div> </div> </div></div><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_654,c_limit/help/Ban%20customer/3Ban_from_settings1.png" srcset="https://res.cloudinary.com/dn1j6dpd7/image/upload/w_1308,c_limit/help/Ban%20customer/3Ban_from_settings1.png 2x" alt="" class="c-progress__image u-border u-border-gray-800 u-rounded-sm"> </div></div> <div class="c-hc-article-content o-container b--u-text-base b--u-mt-6 lg:u-mt-0 lg:u-basis-8"> <div class="b--u-py-5 b--u-px-4 b--u-mt-4 b--u-mb-6 u-border-2 u-rounded u-border-green u-text-center md:u-text-left u-flex u-flex-col md:u-flex-row u-items-center"> <div class="b--u-mb-3 md:u-mb-0 b--md:u-mr-4 md:u-basis-2"><img src="/help/icons/tip-1.svg" alt="" width="90" class="u-border-0 u-my-0"> </div> <div class="u-hidden md:u-block md:u-basis-12 u-text-left">If you don’t know the IP, go to the <a href="https://my.livechatinc.com/archives">archives</a> and look up the chat you had with the spammer. You will find the IP after you click the chat to see its details.</div> <div class="md:u-hidden">If you don’t know the IP, go to the <a href="https://my.livechatinc.com/archives">archives</a> and look up the chat you had with the spammer. You will find the IP after you click the chat to see its details.</div> </div> <p>All banned customers will appear on the list below for you to view and manage.</p> <h2 id="unban">Unban a customer<a href="#unban" class="c-link v--reset t-help__anchor-link" ariaLabel="Anchor" data-controller="clipboard" data-action="clipboard#copy"><img src="data:image/svg+xml;base64,PHN2ZyBmaWxsPSJub25lIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHZpZXdCb3g9IjAgMCAyNCAyNCI+CiAgPHBhdGggZD0iTTEwIDE0YTMuNSAzLjUgMCAwMDUgMGw0LTRhMy41MzYgMy41MzYgMCAwMC01LTVsLS41LjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KICA8cGF0aCBkPSJNMTQgMTBhMy41IDMuNSAwIDAwLTUgMGwtNCA0YTMuNTM1IDMuNTM1IDAgMTA1IDVsLjUtLjUiIHN0cm9rZT0iIzAwMCIgc3Ryb2tlLXdpZHRoPSIyIiBzdHJva2UtbGluZWNhcD0icm91bmQiIHN0cm9rZS1saW5lam9pbj0icm91bmQiLz4KPC9zdmc+Cg==" alt="Link icon" /><input type="text" value="https://www.livechat.com/help/dealing-with-confused-or-abusive-visitors/#unban" class="u-absolute u-p-0 u-m-0" loading="lazy" style="opacity: 0; left: -999999px;" data-clipboard-target="source" tabindex="-1" /></a></h2> <p>Any admin or owner can <strong>remove banned IPs</strong> from the banned customers list. To do it, log in to LiveChat and go to go to Settings > Security > <a href="https://my.livechatinc.com/settings/banned-visitors"></a><a href="https://my.livechatinc.com/settings/banned-customers">Banned customers</a><a href="https://my.livechatinc.com/settings/banned-visitors"></a>. Once there, find the IP address, and select the <strong>Unban</strong> button.</p> <p><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1631277628/help/Ban%20customer/Unban11.png" alt="Unban a visitor in LiveChat"></p> <p>Done! The customer can now chat with you again.</p> <hr> </div> </div> <aside class="c-toc b--u-pl-3 b--u-pr-1 u-hidden lg:u-block"> <div style="width: 300px; position: sticky; top:90px;" class="c-toc--desktop b--lg:u-py-4 lg:u--my-xl u-bg-white u-border-gray-900"> <h3 class="b--u-text-base b--u-text-bold b--lg:u-pl-3 u-mb-0 u-text-gray-300 b--u-py-2" id="hc-toc-heading">Table of contents</h3> <div data-scroll-spy-target="list"> <nav id="TableOfContents"> <ul> <li><a href="#campaigns">Use campaigns strategically</a></li> <li><a href="#survey">Filter out spam chats using the pre-chat form</a></li> <li><a href="#canned-response">Take advantage of canned responses</a></li> <li><a href="#end-chat">End a chat</a></li> <li><a href="#ban">Ban visitors</a></li> <li><a href="#unban">Unban a customer</a></li> </ul> </nav> </div> </div> </aside></div> <form action="https://hooks.zapier.com/hooks/catch/4830540/bneqpuu/" name="hc_rating" class="b--u-my-12" data-netlify="true" netlify-honeypot="human-test" data-id="1691ca67abd72f87fb50193d8314c034" data-controller="rating-form"> <section class="u-text-center b--u-mb-6 u-bg-gray-900 o-container v--big b--u-py-8"> <h2 class="b--u-text-lg b--u-text-bold b--u-mb-4">Was this article helpful?</h2><button type="submit" data-value="form-name=hc_rating&page_id=1691ca67abd72f87fb50193d8314c034&title=Dealing+with+confused+or+abusive+visitors&vote=1" data-vote="1" data-action="click->rating-form#rate" title="yes" class="c-btn u-inline-flex u-items-center b--u-mx-3 b--u-px-3 ub v--transparent b--u-mb-3 md:u-mb-0" > <svg xmlns="http://www.w3.org/2000/svg" class="b--u-mr-1.5" width="24" height="24" viewBox="0 0 24 24"> <g fill="none" fill-rule="evenodd"> <path fill="currentColor" fill-rule="nonzero" d="M2.315 11.685h4v10h-4zM17.114 21.685h-8.8v-10l5.456-8.444a2.418 2.418 0 0 1 2.63-.813l-.694 8.163h3.876a2.1 2.1 0 0 1 2.059 2.5c-.274 1.4-.6 3.068-.809 4.117-.841 4.271-3.718 4.477-3.718 4.477z"/> <path d="M0 0h24v24H0z"/> </g> </svg> <span class="b--u-text-sm">Yes</span> </button> <button type="submit" data-value="form-name=hc_rating&page_id=1691ca67abd72f87fb50193d8314c034&title=Dealing+with+confused+or+abusive+visitors&vote=0" data-vote="0" data-action="click->rating-form#revealMessageInput" title="no" class="c-btn u-inline-flex u-items-center b--u-mx-3 b--u-px-3 ub v--transparent" > <svg xmlns="http://www.w3.org/2000/svg" class="b--u-mr-1.5" width="24" height="24" viewBox="0 0 24 24"> <g fill="none" fill-rule="evenodd"> <path fill="currentColor" fill-rule="nonzero" d="M21.685 12.315h-4v-10h4zM6.886 2.315h8.8v10l-5.456 8.444a2.418 2.418 0 0 1-2.634.813l.694-8.163H4.414a2.1 2.1 0 0 1-2.059-2.5c.273-1.4.6-3.068.808-4.117.846-4.271 3.723-4.477 3.723-4.477z"/> <path d="M0 0h24v24H0z"/> </g> </svg> <span class="b--u-text-sm">No</span> </button> </section> <div class="u-text-center o-container u-maxw-6 c-rating-form__feedback" data-rating-form-target="feedback"> <label for="hc_rating_message" class="b--u-text-base u-inline-block b--u-mb-2">How can we make it better?</label> <br> <textarea name="message" id="hc_rating_message" maxlength="100" class="u-border u-border-black u-rounded-sm b--u-px-3 b--u-py-2 b--u-mb-3 c-rating-form__message u-text-left" data-rating-form-target="message" required ></textarea> <div class="u-text-right"> <button type="submit" data-value="form-name=hc_rating&page_id=1691ca67abd72f87fb50193d8314c034&title=Dealing+with+confused+or+abusive+visitors&vote=0" data-vote="0" data-action="click->rating-form#rateAndFeedback" title="no" class="c-btn b--u-px-3 ub v--transparent" data-rating-form-target="submit" disabled > Submit your feedback </button> </div> </div> <div class="u-text-center o-container u-hidden" data-rating-form-target="confirmation0"> <img src="/help/images/ok.gif" alt="" class="u-maxw-1 b--u-mb-2" width="100"> <h3 class="b--u-text-lg b--u-text-bold b--u-mb-3">Got it!</h3> <p class="b--u-text-base">Thanks for your feedback.</p> </div> <div 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Discover all LiveChat features</a></p> </div> </div> </section> <section class=" u-bg-gray-900 b--u-py-8 u-border-t u-border-gray-800"> <div class="o-container u-maxw-13 u-mx-auto"> <h2 class="b--u-text-lg u-text-center b--u-mb-6">Discover <a href="https://text.com/?utm_source=livechat.com&utm_medium=referral&utm_campaign=productbarfooter" target="_blank" class="b--u-text-bold c-link v--reset" data-controller="track" data-track-category="Product Bar" data-track-action="Clicked on Text" data-action="click->track#send">Text</a> products:</h2> <div class="o-columns v--four v--responsive"> <a href="https://www.chatbot.com/?utm_source=livechat.com&utm_medium=referral&utm_campaign=productbarfooter" target="_blank" rel="noopener" class="u-flex u-items-center c-link v--reset "> <div class="b--u-mr-3"> <svg width="72" height="72" fill="none" xmlns="http://www.w3.org/2000/svg"><g filter="url(#filter0_dd1)"><rect x="4" y="3" width="64" height="64" rx="10" fill="#fff"/></g><path d="M43.6 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