Block specific words in chat

Sometimes the problem isn't a person — it's language. Blocked words let you keep slurs, spam terms, or anything else you choose out of your chat entirely: a message containing a blocked entry simply can't be sent. The visitor sees a short hint asking them to rephrase, their draft stays in the input box, and the message never reaches your team, the conversation history, or the AI assistant.

Set up your list

1. Go to the Organization page (you need the Organization permission).
2. Find the Blocked words section.
3. Type a word or phrase and press Enter or click Add — the list saves automatically.
4. Remove an entry any time by clicking the × on its chip.

You can add up to 200 entries, each up to 50 characters. The list applies to every widget in your organisation.

How matching works

• Whole words only — blocking spam stops spam but not spammy, so harmless words that merely contain a blocked term are never caught.
• Case doesn't matter — SPAM, Spam, and spam are all the same entry.
• Accents matter — accented forms count as different words, so add each variant you want to block.
• Phrases work too — multi-word entries match the whole phrase.

What the visitor experiences

When a visitor tries to send a message containing a blocked word, the message isn't sent. A small hint appears above the input asking them to edit the message, and their text stays in the box so they can rephrase and try again. Nothing is added to the conversation, and the AI never sees the attempt — so blocked messages also never consume AI answers.

Good to know

• Blocked words apply to widget chat messages — both AI and live-chat conversations. They don't apply to Facebook or Instagram conversations, or to voice calls.
• The check runs instantly in the visitor's browser and is enforced again on our servers — so it can't be bypassed, but a technically savvy visitor could inspect the list. Don't add anything confidential, like internal terms or personal names you wouldn't want seen.

If one visitor keeps causing trouble regardless of wording, block the person instead — see Block a visitor.