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Blocking Chats

Agents can use the Block function to ban customers from the chat queue. Blocked customers are banned from engaging with the agent and cannot initiate any new text or video chats for a pre-determined time period.

The Block function must be enabled by the Administrator before it can be used by agents.

To block a customer:

  1. In the Chat tab of the inbox, select an activity.

  2. In the chat pane, click the More Options button.

  3. From the expanded list, click the Block button.

  4. Click the Yes button to confirm the block when prompted by the system.

  5. The following messageappears in the Reply area, confirming that the customer is now banned from the chat queue.: This chat has been blocked by the agent.

Unblocking Blocked Chat Users

If a customer has been blocked from the chat queue by mistake, the block can be removed by the supervisor.

To unblock a chat user:
  1. Log into the Advisor Desktop as a supervisor.
  2. In the Desktop toolbar, open the User Options menu. 
  3. Select Blocked Visitors from the dropdown menu. The Advisor Desktop refreshes to show the Unblock screen.
  4. Select the customer that you wish to unblock from the list and click the Unblock button.
  5. The customer has now been removed from the Blocked Visitors list and can access the chat queue as normal.

    Note that no notification is sent to the customer informing them that they have been unblocked.

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