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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.

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, also 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.

Sieve customers from spammers

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.

filter visitors using pre-chat survey

Stay calm, no matter what

Trying as you may to limit the number of spam chats, you’re bound to 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.’

Ending chats

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.

To end the chat, click More in the upper right corner of the chat window and then click the STOP CHAT button. It will close the chat but the user will still have a chance to reopen it.

stopping the chat

Banning 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 main ways to ban unwanted visitors:

Banning from an active chat

  1. Each agent can block a visitor during an active chat to prevent them from starting another chat. To do it, click the More options in the top right corner of the chat window.
  2. Next, find the black button that says Ban this visitor and click it.
banning visitor from a chat
  1. Choose for how long you want to ban the visitor. It can range from 1 to 999 days.
  2. Block the visitor by hitting the Ban visitor button.
banning visitor during chat

Banning 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. Use the search tool (/) or filters to retrieve the chat with the troublemaker.
  2. Click the chat to open it and see more options.
  3. On the right hand side, you’ll see a black button that says “Ban this visitor”.
  4. banning from the archives
  5. Click the button and choose for how many days you want to ban the visitor. It can range from 1 to 999 days.
  6. Block the visitor by hitting the Ban visitor button.

That’s it! The visitor won’t bother you again.

Adding IP addresses to the Banned visitors list
Adding 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. Login to the admin panel and go to the Security section > Banned visitors
LiveChat banned visitors list
  1. Enter the troublemaker’s IP address in the first box and choose for how long you want to ban them for.
banning visitor IP to the ban list
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. Finish of by clicking the Ban this visitor button
adding IP to banned visitors list

All banned visitors will appear on the list below for you to view and manage. Any admin can also remove banned IPs from the list. To do it, simply find the IP address, hover your mouse over it and click the unban button.

unban_visitor_IP_in_livechat

Done! The visitor can now chat with you again.

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