Contact moderation

The mute and block buttons are on the contact card next to the ticket, and any operator of the project can use them. For the operator's view, see Contact moderation.

• When moderating, you add a reason and a term: 1 hour, 24 hours, 7 days or forever. The term runs out on its own and the customer is back to normal.
• The card shows a banner with the state, term and reason, plus a button to lift it. Any operator can lift a moderation, not only the one who set it.
• Muted and blocked customers don't get project broadcasts.

Who did it and when

• Every change — a block, a mute, a lift by an operator, and an expiry — is recorded as an event on the customer's latest ticket. It shows in Audit (for the owner and admins) and in that ticket's event feed: who made the change (System for an expiry), plus the reason for a block or mute.
• The event also keeps the restriction that was in place before the change: its reason, term, and who set it and when.
• Once a restriction is lifted, the contact keeps who lifted it and when (for an expiry, only when): the contact's moderation_by and moderation_at fields in the API.
• If the customer has no tickets yet, there's nowhere to record the event: only those contact fields remain.

Auto-reply to blocked customers

By default a blocked customer gets no reply. If a block might be a mistake, turn on a short reply — it goes out at most once every 24 hours:

• Widget — “Settings → Channels → Website widget”, System Messages, Reply to blocked visitors. The visitor sees the text in the chat, whichever conversation they write in.
• Telegram — “Settings → Channels → Telegram bot”, the Settings step, the reply-to-blocked-customer toggle.
• Email — there is no setting in the interface: the reply is turned on through the project settings API, key email.blocked_reply with enabled and text.

On VK and WhatsApp a blocked customer never gets a reply.