Banning

Prevent abusive persons from engaging with AI or live agents.

Requires the Manage/View ban rules and reasons permission.

If a person has demonstrated rude, inappropriate, or abusive behaviour, you can ban them with custom reasons and durations.

Go to Settings → Teamspace → Banning.

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Configuration

Ban rules

The number of ban rules available depends on the subscription plan.

A ban rule sets a preset ban duration based on the number of prior offences. Ban rules are optional but help assign bans faster.

Create or edit a ban rule

1. Select an existing rule or select Create Ban Rule.

2. Configure the options:

Field	Description
Number of offences	The person's ban count that triggers this rule.
Ban length	Duration from minutes to months, or permanent.

1. Select Create or Save.

Delete a ban rule

1. Select one or more rule checkboxes in the Ban Rules table.

2. Select Delete Ban Rule and confirm.

Ban reasons

Ban reasons are internal notes that explain why someone was banned.

Create or edit a ban reason

1. Select an existing reason or select Create Ban Reason.

2. Define the reason with text.

3. Select Create or Save.

Delete a ban reason

1. Select one or more reason checkboxes in the Ban Reasons table.

2. Select Delete Ban Reason and confirm.

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Apply a ban

Applying a ban requires at least one Ban Reason to be defined first.

1. Open a person's conversation in the Inbox and go to the Person tab, or select a person in the People dashboard.

2. Next to their name, open the options menu with ⋮ and select Ban.

3. Select a Reason for the ban and set the Ban Length (defaults to a matching ban rule if one exists).

4. Select Save. Any existing ban on the same person is overridden.