Blocking Visitors
Block abusive or spam visitors from using your chat widget.
If a visitor is sending spam, abusive messages, or repeatedly opening conversations to harass your team, you can block them. Blocked visitors still see the widget but cannot send messages.
Blocking a visitor
From a conversation:
- Open the conversation with the visitor
- Click the ⋯ more options menu in the top-right
- Click Block visitor
- Confirm
From the Visitors list:
- Click the visitor in the Visitors list
- Click Block
The block takes effect immediately.
What a blocked visitor experiences
The widget loads normally but when they try to send a message, they see:
"You are unable to start a conversation at this time."
There is no indication that they've been specifically blocked.
Blocking by IP address
Kerabie blocks at the visitor ID level (session cookie) by default. For persistent spam from a known IP address:
- Go to Settings → Chat Widget → Blocked IPs
- Enter the IP address or CIDR range (e.g.
192.168.1.0/24) - Save
IP blocks apply across all visitors from that address.
Viewing and unblocking
Go to Settings → Chat Widget → Blocked visitors to see the full list. Click Unblock next to any entry to restore access.
Limitations
- Blocking by visitor ID only works if the visitor uses the same browser, clearing cookies lets them start fresh with a new session ID
- IP blocking is more persistent but affects all visitors from that IP (e.g. office networks or shared IPs)
- Blocking does not delete past conversations; those remain in history
Reporting
If a visitor sends threatening or illegal content, block them and document the conversation before it's needed for reporting. Use Export → CSV on the conversation to save a record.