Inbox Sidebar Actions

Available Actions

Ask for Rating

Request feedback from the visitor about their conversation experience.

How it works:

Sends a rating request that appears to the visitor in the chat widget
Works on Facebook Messenger and Instagram conversations too. There the visitor gets five tappable star buttons (⭐ to ⭐⭐⭐⭐⭐) instead of the in-widget rating card, and their tap is recorded the same way. The question the visitor sees is also stored in the conversation, so the thread reads question → stars
Once the visitor has rated you in a chat, you can't ask again in that chat for 7 days
The request is recorded as a private event message in the chat
The button is only available on the conversation you are assigned to, and is not offered on phone calls

When to use:

After resolving a visitor's issue
When you want to track conversation quality
To gather feedback for service improvement

The rating request is disabled if the visitor has rated this agent in this specific conversation in the past 7 days. With the widget's Collect Ratings switch on, the visitor is also asked automatically when the agent leaves the conversation.

Send Transcript

Email a complete transcript of the conversation to the visitor or another recipient.

How it works:

Retrieves all public messages from the conversation
Groups messages by date for better readability
Sends a formatted email containing the full chat history
Adds a public event message confirming the transcript was sent

Configuration options:

To email: The recipient's email address (defaults to visitor's email)
From email: Select from verified organization email addresses
Sender name: The name that appears as the email sender

Use cases:

Providing visitors with conversation records
Sharing chat history with team members
Archiving important conversations

Limits:

5 transcripts per conversation per hour
20 transcripts per organization per day
3 transcripts to the same email address per day

The daily limits count the last 24 hours, not the calendar day. Over a limit the transcript is not sent, and the error message says which limit was reached.

Ban / Unban Visitor

Block a visitor from your team — at one of two levels — and manage that block right from the conversation.

Two block levels

When you ban a visitor you choose how far the block goes:

Level	What the visitor can do	When to use
Block from agents (1)	Keeps the AI assistant but can't reach a human. The AI won't connect them to an agent — and won't pretend it did.	Someone who shouldn't take up agent time but can still self-serve
Block completely (2)	Can't use the chat at all.	Spam, abuse, or anyone who shouldn't reach you at all

How it works:

Banning opens a short dialog where you pick the level, enter a reason (required), and choose a duration — from 1 hour up to 30 days, or Forever
Timed bans lift on their own — when the duration ends, the block simply stops applying; nobody has to remember to unban
The visitor is never told they're banned and never sees the duration — when a timed ban ends, chat just works again for them
If the visitor was banned before, the dialog lists their previous bans — level, duration, reason, date, and whether each one was lifted or expired — so repeat offenders are obvious at a glance
The ban is logged with the reason, who applied it, and when, plus a private event note (agents only, never the visitor)
The change takes effect immediately across the visitor's active sessions
Ban and unban events applied from a conversation are recorded against your organization, so they also show up in the events view of the Visitors page
A visitor in your own organization can be banned even if they have never actually opened the chat widget and have no conversation yet — with no conversation there is nothing to record the event against, so that ban leaves no entry in the Visitors page events view
You can also ban or unban a visitor from the Yaplet mobile app, with the same level and duration options

Also block their connection (full block only)

A full ban can also block the visitor's connection — the internet address their browser connects from (for IPv6, the household-sized block of addresses) — so they can't simply open a private window, or clear their site data, and come back as a "new visitor":

The Also block their connection box is ticked by default on a full ban. Untick it to ban only the visitor
The connection stays blocked for as long as the ban, capped at 24 hours — a 1-hour ban blocks the connection for 1 hour; anything from 24 hours up to Forever blocks it for 24 hours. Internet addresses get reassigned, so a block that outlived a day could land on a stranger
It only stops new visitor sessions and new conversations from that connection. Anyone already mid-conversation on the same connection — a colleague on the office Wi-Fi, another customer behind the same mobile network — is not affected
The box is only offered when the visitor was actually seen on that connection within the last 24 hours. If their last visit is older, the box is disabled with a hint: the connection may belong to someone else by now, so only the visitor is banned
A visitor turned away by a connection block sees the same quietly disabled chat input as any banned visitor — nothing more
Lifting the ban releases the connection block too. Every blocked connection is also listed on the Network tab of the Security page, where the connection part alone can be released
An agents-only (Level 1) ban never blocks a connection, and the Yaplet mobile app currently bans without the connection-block option

Ban the others on that connection too

With the box ticked, the dialog also lists the other visitors seen on the same connection in the last 24 hours — name or email (or Anonymous visitor), country, when they were last seen, and their last message — all pre-selected. Confirming applies the same ban (level, reason, duration) to every selected one in the same click, so a spammer with five browser windows open is dealt with once. Use Select all / None to adjust, and untick anyone who is obviously a different person. The list shows up to 200 visitors and says when more are included. The confirmation message spells out what happened — visitor banned, connection blocked, and how many more were banned.

Managing an existing block:

While a visitor is blocked, the conversation shows a block card with the level, the expiry of a timed ban, and quick controls — escalate a Level 1 block to a full block, downgrade a full block to agents-only, or lift it entirely. Changing the level keeps the remaining time — escalating or downgrading never extends or shortens the clock. You can do the same per-row on the Banned visitors tab of the Visitors page.

A blocked chat locks agents out. While a visitor is blocked (either level) you can't send messages, assign the chat, or start a workflow on it — lift the block first. Applying a Level 1 block mid-conversation hands the chat to the AI: the agent is released and the assistant takes over with a short, context-aware message telling the visitor a human isn't available but it can still help. If the widget has no AI assistant, a Level 1 block applies as a full block instead — there's nothing for the visitor to fall back to.

Effects of a full block (Level 2):

The visitor can't start or continue conversations — their chat input is simply disabled, with no mention of a ban or its duration
Existing conversations stay readable for the visitor and accessible to your team
Proactive Engagement chat messages aren't sent to them (banners, surveys, and tours are unaffected)
The visitor is listed on the Banned visitors tab of the Visitors page
Inbound voice calls from any phone number on the visitor's record are rejected before pickup — no ring-through, no greeting, no per-minute billing

The visitor is never told they're banned — chat quietly appears unavailable instead. This is deliberate: announcing a ban invites retaliation and immediate evasion with a new browser session, while a quiet block defuses the situation. For heat-of-the-moment abuse, a timed ban is usually the better tool than a permanent one.

Voice calls. A fully blocked visitor calling one of your voice numbers is recognised by phone number and hung up before Telnyx connects audio. Timed bans apply here too — once the ban expires, the next call connects normally. The block is per organisation — a visitor blocked in your workspace can still reach other workspaces' numbers. First-time callers without a visitor record yet can't be pre-blocked; the block kicks in from their second interaction onward. A Level 1 block doesn't affect voice — voice has no live-agent handoff anyway, so the caller still reaches the AI.