How can I block a user?

Sometimes, you have a person saying inappropriate or offensive things. Or, they're reaching a point where you no longer want to allow them to contact you and your team. Good news: You can block a user's IP address! This doc will cover 

  • How to Block Users by their IP 
  • What Blocking a User means and does

 

Blocking is available on every plan. 

 

How to Block Users

Three simple steps:

  • From a conversation, click on the gear icon in the top right corner
  • From there, click on "Block User"
  • Then, confirm that you wish to block that user
This can have unintended repercussions, for example you may block a former teammate by public IP and block everyone in your organization because you are seen as having the same IP address externally. 

 

 

What Blocking a User means for you

Great, now they're blocked, but let's get the facts straight: what does this really mean for your experience and theirs?

 

The "Blocked" User Tag

Once you block a user a customer tag will be added automatically to the user labeled [Blocked] so you can create a filter of everyone who you blocked. You should also be able to view it from within your Inbox and Conversations view as a Custom Filter.

 

 

Messages Won't Send

As soon as a user is blocked, they will no longer be able to send you messages through Drift. However, they will still see the Drift widget, but if they try to send a message, it will not go through. Instead it will appear to always be "Sending..." 

Please note that blocked users will not usually realize they are blocked because they can still see the Drift Widget and Playbooks. They won't be able to successfully send messages either. 

If you would like to hide all playbooks or the widget from appearing at all, then there here are your options:

  • add the IP as a display condition for the widget or playbook in Targeting or
  • create a segment of users you've blocked by tag and apply that as an exclusion segment to playbooks

 

 

Unblocking a Contact

You can unblock a contact at anytime by following the exact same steps as blocking them - the option will now be to remove the block.

It's also important to note that some regions of the world have a limited number of IP addresses, so blocking one IP address can block more than the one intended.

 

Questions? Concerns? Chat with me now or email support@drift.com.

 


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