Mute/Block a User

Mute a User

Any agent can mute a conversation by tapping the mute button in the top right of the screen.

The user is not notified if they are muted. Once selected, the user will stop receiving any sort of replies within the conversation segment and the agent is not notified of their activity.

Note: At this time, the mute button does not completely block a user from using the chat.

How to Mute a Conversation

Muting a conversation:

• Removes the conversation from view when the dashboard is filtered to show "Open" conversations.

• Allows the user to continue to speak with the virtual assistant or escalate a conversation to an agent.

• Will resolve the conversation and push it back to the virtual assistant if it was currently escalated.

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Block A User

The Satisfi Labs team can block users from communicating with the bot and agents on your behalf; however, this action is permanent and cannot be undone. Before submitting a ticket to block a user, please review the disclaimer below:

Warnings / Disclaimers

• Blocking a user is a permanent action that only the Satisfi Labs team can accomplish. At this time, there is no block list to remove users from.

• A user can be blocked from speaking to the virtual assistant and/or agents. Please specify in your ticket which you'd like to block the user from accessing.

• Blocking an agent only blocks their device. A new user and conversation will appear if the user enters through another device or a private browser.

For Non-Live Agent Engine Users:

If you'd like to block a user from conversing with the chat, follow the instructions below:

1. In the Satisfi Labs Dashboard, select the 'Inbox' tab

2. Find the desired conversation and select it

3. Next to 'Conversation Status', select the three-dot icon

4. Hit 'Block'