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            Block Unwanted Chat Customers

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            Block Unwanted Chat Customers

            You can block chats from troublesome customers right from the Salesforce console. For example, if a customer is using abusive language or sending spam messages, you can block that user from starting a new chat.

            Required Editions

            View supported editions.
            User Permissions Needed
            To chat with visitors in Chat in the Salesforce console: Chat is enabled, set up, and included in a Salesforce console app
            Important
            Important

            Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat features that you love plus asynchronous conversations that can be picked back up at any time. Learn about migrating in Help and Trailhead.

            Blocking a chat ends the chat and blocks any new chat requests coming from that user’s IP (Internet Protocol) address.

            If your Salesforce org is receiving many spam chats from a particular region, your administrator can block entire ranges of IP addresses.

            1. In the interaction pane, click theBlock icon.
            2. (Optional) Enter a comment explaining why you’re blocking this visitor.
            3. Click Block.

            When you click Block , you immediately end the chat, and the visitor sees a notification that an agent ended the chat. If multiple agents are engaged in a conference, Block immediately ends the conference, and the other agents are also notified.

            If you don’t see the Block icon in your console, contact your Salesforce admin to enable it. Only a Salesforce admin can unblock an IP address.

             
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