Banning

In Yola, it’s possible to configure the banning of abusive customers from accessing or interacting with your agents. Notice that they can still interact with your chatbots when they're banned in this manner.

You'll find these settings by clicking your avatar on the bottom left, selecting "Company Settings" and then "Banning".

Managing Ban Rules

Ban rules define for how many days a customer will be banned based on the number of offenses. To create a ban rule, click the create ban rule button and enter the leght of ban for a given number of offenses.

Make sure you have ban rules for every number of offenses and you don't skip some e.g. you need a rule for 1, 2, 3... offences and shouldn't create only 1, 3... otherwise the customer will not be banned because you don't have a rule set.

To edit a ban rule, simply click it and make changes on the right hand side panel. To delete a rule or more, select the ones to be deleted and click the button to "Delete Ban Rule".

Managing Ban Reasons

Ban reasons help you track why agents banned customers, they'll need to select a reason when banning a customer so make sure at least one banning reason exist or you won't be able to ban a customer.

To create a ban reason, inside the Company Settings > Banning, select the tab "Ban reasons" and click "Create ban reason" button, enter the reason name and click "Create".

To edit a ban reason, simply click it and edit the name on the right hand side panel and, to delete ban reasons, select the ones you wish to delete and click the "Delete Ban Rule" button.