Contacts and the ban list
Customer profiles, tags, and blocking abusive visitors from chat.
Contacts
Open Contacts from the sidebar. Each profile stores name, email, company, phone, tags, and linked conversations and tickets.
Search by name, email, company, or phone.
Start Chat or Email from a profile.
Tags help segment customers for reporting and automations.
Ban list
Contacts → Ban list blocks a visitor from starting or continuing chat. Use bans for abuse or repeated policy violations. Banned visitors see Unavailable in the widget.
Document internally why a ban was applied; lifts and appeals should go through your team lead or admin.
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