You can ban visitors during the chat conversation based on their IP address. Banned visitors will no longer be able to see your Tidio chat widget installed on your website. You can ban a visitor from the Inbox or from the Tidio mobile app, and the ban can be undone later in the Settings panel.

 

In this article, you'll learn:

Silent walkthrough. Ban and unban a visitor. Open the conversation in the Inbox. Click the three-dots menu in the top-right of the conversation and choose Ban visitor. Confirm with Yes, ban visitor and show the conversation gone from the list. Go to Settings > Project > Preferences and scroll to Banned Visitors. Click Unban next to the visitor.

 

 

Ban a visitor

 

To ban a visitor, you need to enter the chat conversation with a chosen visitor in the Inbox. Click on the three-dots menu in the top-right of the conversation, and then select the Ban visitor option:

 

A live conversation in the Inbox with the three-dots menu in the top-right of the conversation open, listing options from Export transcript to .CSV, Transcript preview and Send transcript down to Ban visitor and Delete, with Ban visitor highlighted

Confirm by clicking on Yes, ban visitor in the Are you sure? window.

Prefer the keyboard? Press Cmd + K (Ctrl + K on Windows) in the conversation to open the Search actions menu, type "ban" and choose Ban visitor - you'll find it in the Conversation management tab, too. See Keyboard shortcuts and the Search actions menu for more.

 

 

The visitor is now banned, and the conversation disappears from your Inbox. You can see all the banned visitors in Settings > Project > Preferences, in the Banned Visitors section.

 

Ban a visitor from the mobile app

You can also ban a visitor on the go. In the Tidio mobile app, open the conversation, tap the three-dots menu in the top-right corner and choose Ban visitor:

Screenshot coming soon

A conversation open in the Tidio mobile app with the three-dots menu open at the bottom, listing options including Visitor details, Reassign agent, Ban visitor ("Ban visitor to prevent them from contacting you through the Tidio widget.") and Delete

The app takes you back to your conversations list, and the visitor is banned.

 

 

Unban a visitor

 

To unban visitors, go to Settings > Project > Preferences and scroll down to the Banned Visitors section to see your list of banned visitors:

 

The Settings sidebar has "Preferences" selected under "PROJECT".

 

 

The list shows each banned visitor in the Visitor Id column, usually with their IP Address next to it. Click on the Unban option next to the visitor you'd like to remove the ban for:

 

The "Banned Visitors" table lists a visitor and IP address, with an arrow pointing to the "Unban" action.

 

 

 

Now the visitor can write to you again, and their messages will be displayed in the Unassigned folder.

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Please note: you can unban visitors only in the Tidio panel on your computer - the Tidio mobile app doesn't have the list of banned visitors. To manage the list, you need the Project preferences permission - without it, the section is greyed out with a note to contact an administrator.

 

The Inbox "Unassigned" folder contains a visitor's live chat asking "Hello, could you help me out?".