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Inbox & live support

Block or unblock a visitor

Use the supported visitor controls for abuse while preserving enough context for staff review.

CCorthex product guidesUpdated October 15, 20262 min read
Where to find itInbox → conversation menu

Before you begin

Open Inbox and check that you are in the correct workspace. Select the conversation and review its latest customer message before taking an action.

Example workspace · Demo data. Resume returns the conversation to the AI; choose deliberately after finishing human support. Select the image to enlarge it.
A staff-controlled conversation with the Resume button and message composer

Example workspace · Demo data. Resume returns the conversation to the AI; choose deliberately after finishing human support. Select the image to enlarge it.

Step by step

  1. 1

    Review the context

    Confirm the action concerns the intended visitor/session and follows your team’s abuse-handling policy.

  2. 2

    Choose Block visitor

    Read the confirmation and scope shown by the product. Do not assume a browser/session block identifies every account or device a person could use.

  3. 3

    Document the reason internally

    Leave a concise staff note where appropriate, without repeating harmful content unnecessarily.

  4. 4

    Unblock deliberately

    Use the supported unblock action when the restriction should be removed and verify the updated state.

Good to know

Blocking is a support control, not an identity verification or a guarantee against someone returning through another browser or channel.

Check the result

Check the conversation status and timeline after the action. When testing, use a separate visitor browser so you can see both sides.

Questions & troubleshooting

I blocked the wrong visitor

Use Unblock and inspect the conversation state before continuing support.

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