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Dealing with confused or abusive visitors

by Justyna Janowska

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.

In this article:

Use greetings strategically

To cut down on the number of accidental chats, you can increase the time it takes for your automatic greeting 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 greetings by 10 or 15 seconds should reduce spam chats.

Filter out spam chats using the pre-chat survey.

Another way to filter out your visitors is by using the pre-chat survey. It’s a form displayed to visitors before they start the chat. Apart from being a great tool for collecting contact details, the pre-chat survey 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.

LiveChat Pre-chat survey

Take advantage of canned responses

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 canned response for dealing with confused visitors. It will save your time and goodwill.

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.’

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.

  1. Hover over the name of the customer in the chat list. An x should appear in the top right corner
How to close a chat from the Chat list
  1. Click on the x.
Click on the x to close the chat
  1. To finalize, click on Close and archive.
Click on Close and archive to finalise

End a chat from the chat feed

  1. Click on the three dots icon “” in the top right corner.
How to close a chat in LiveChat
  1. Choose Stop this chat.
Click on stop this chat
  1. Confirm, by clicking on Stop chat.
Confirm by clicking on stop chat in the LiveChat app

Ban visitors

If closing the chat is not enough and the visitor keeps causing troubles, you can ban them. Banning prevents visitors from using your chat, but it won’t kick them off your website. Banned visitors won’t see your chat, won’t appear on the visitors list and will be ignored by automatic greetings.

There are three ways to ban unwanted visitors: via Chats, Archives, and by adding IP to the banned visitors list.

Ban a visitor during a chat

Each agent can block a visitor during an active chat. Here’s how to do it:

  1. Click on the three dots icon “” in the top right corner.
How to ban a visitor in LiveChat
  1. Click on Ban this visitor.
Click on ban this visitor
  1. Provide the number of days the visitor should be banned for.
Choose how long the visitor should be banned for
  1. To finalize, click on Ban visitor.
Click on ban visitor to confirm

That’s it. You can see the list of all the banned visitors in Settings.

Ban a visitor from the Archives

Even if the chat ended and the visitor is no longer on your site, it’s still possible to block them. To ban an unwanted visitor after the chat ended, go to the Archives section and follow these steps:

  1. Click on the three dots icon “” in the top right corner.
Ban a visitor from archives
  1. Click on Ban this visitor.
Ban this visitor in LiveChat
  1. Provide a number of days the visitor should be banned for.
Enter the length of a ban
  1. To finalize, click on Ban visitor.
Ban visitor button

Add an IP address to the Banned visitors list

Adding an IP address to the Banned visitors list won’t block users with dynamic IPs. To block such visitors, you need to ban them from a chat or archives as it sets an additional ban cookie on their browser.

To add an IP address to the Banned visitors list, follow the steps below:

  1. Log in to LiveChat and go to Settings → Security → Banned visitors.
Banned visitors in LiveChat
  1. Enter the troublemaker’s IP address.
Enter IP address to ban a visitor
If you don’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.
  1. Enter the length of the ban.
Ban duration field
  1. Finally, click on Ban visitor.
Ban visitor confirmation button

All banned visitors will appear on the list below for you to view and manage.

Unban a visitor

Any admin or owner can remove banned IPs from the banned visitors list. To do it, log in to LiveChat and go to go to Settings → Security → Banned visitors. Once there, find the IP address, hover your mouse over it and click the unban button.

Unban a visitor in LiveChat

Done! The visitor can now chat with you again.

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