Help Desk Security features
LiveAgent's help desk security ensures customer protection through IP bans, 2-step verification, HTTPS encryption, multiple data centers, and GDPR compliance, o...
4 min read
Security
Data Protection
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What is the Ban IPs Feature?
LiveAgent’s Ban IPs feature blocks specific visitor IPs to prevent them from disrupting interactions via chats, contact forms, calls, suggestions, and forum posts. It enhances security by redirecting banned users to voicemail or spam and records ban details for management.
Why is this feature valuable?
Protecting your customer service environment is crucial for maintaining agent productivity and data security. The Ban IPs feature provides several key benefits:
- Eliminate disruptions - Block annoying or abusive visitors from contacting your agents
- Protect agent productivity - Prevent time-wasting interactions that distract from legitimate customer support
- Enhance data security - Reduce the risk of spam, phishing attempts, and malicious access
- Maintain professional standards - Keep your support channels focused on genuine customer needs
- Comprehensive tracking - Maintain detailed records of all bans for audit and compliance purposes
- Multi-channel protection - Apply bans across all communication channels simultaneously
- Easy management - Simple interface for adding and managing banned IPs
Ban is applied to:
The Ban IPs feature protects all your communication channels:
- Chats - Banned visitors can see the chat button but cannot start a session with an available agent. They can only leave an offline message, which is automatically marked as Spam.
- Contact forms - Messages submitted by banned visitors through contact forms are automatically marked as Spam.
- Calls - Calls through the call contact widget (call button) are redirected to voicemail (and marked as Spam) or the call ends according to your IVR setup.
- Suggestions/Forum posts - Banned users are unable to register and contribute to forums or add suggestions from their banned IP address.
Ban history – Saved information
LiveAgent maintains comprehensive ban records with the following details:
- Date of the ban (Created)
- Validity period (Valid until)
- Banned IP address
- Note with reason for the ban
- Banned by (Agent name who created the ban)
- Ticket ID associated with the ban
How to add a Ban
Adding a ban in LiveAgent is straightforward and can be done in two ways:
- During a chat - When chatting with an annoying visitor, you can quickly add a ban directly from the chat interface
- From Settings - Navigate to Settings/Protection section in LiveAgent and manually add the IP address you wish to ban
More secure than ever
LiveAgent ensures your customer’s data is always secure. Enjoy safe, carefree communications starting today. The Ban IPs feature is just one of many security measures built into LiveAgent to protect your business and your customers.
Knowledge base resources
Need more help with this feature? Check out these detailed guides: Learn how to ban IPs in LiveAgent .
