Banning
Prevent abusive persons from engaging with AI assistants or live reps.
Requires the Manage/View ban rules and reasons user permissions to edit or view.
If a person in your audience has demonstrate rude, inappropriate, malicious, or otherwise abusive behaviour, you can ban them with custom reasons and durations.
Configuration
To manage the ban settings, go to the settings panel and select Banning.
Ban Rules
The number of ban rules available depends on the subscription plan.
A ban rule is the preset duration of a ban based on the number of offences a person has had. It is not mandatory to produce ban rules but can help assign bans faster.
Create or Edit a Ban Rule
In the Ban Rule tab, select an existing rule from the table, or make a new one with Create Ban Rule.
Edit its options in the opened panel:
Number of offences — a person's number of bans that will inform the ban length.
Ban length — can be set from minutes to months, or be a permanent ban.
Select Create or Save.
Delete a Ban Rule
In the Ban Rules table, select one or more rule checkboxes.
Select Delete Ban Rule and confirm.
Ban Reasons
Ban reasons are internal notes that help distinguish why someone was banned.
Create or Edit a Ban Reason
In the Ban Reasons tab, select an existing reason from the table, or make a new one with Create Ban Reason.
In the opened panel, define the reason with text.
Select Create or Save.
Delete a Ban Reason
In the Ban Reasons table, select one or more reason checkboxes.
Select Delete Ban Reason and confirm.
Applying a Ban
Applying a ban requires at least one Ban Reason be defined first.
From the Inbox dashboard, have the person's conversation open and go to the Person tab in the right-side panel. Or, from the People dashboard, select a person in the table to open their panel.
In the panel, next to their name (or "Unknown"), open the options menu with ⋮ and select Ban.
In the Ban Customer menu select a Reason for the ban (defined above), and set the Ban Length, which defaults to a Ban Rule if one exists and applies to the person's number of offences.
Press Save. Any existing ban applied to the same person is overridden.
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