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Sklaehn
Level 2
March 4, 2026
Question

Dynamic Chat - Canned Responses and blocking spam chats

  • March 4, 2026
  • 1 reply
  • 25 views

We deal with students coming into our chat and like to “prank” us. Is there a way to block them from chatting back in besides taking them as a oneoff and adding them to a smart list. Also is there a way to upload canned responses that our agents can quickly select when they are in a conversation?

    1 reply

    derelict_wombat
    derelict_wombat
    Level 5
    March 5, 2026

    Hi ​@Sklaehn  - unfortunately its difficult to block humans from being humans.  But there are two things you can maybe try and see if it helps. 

    If these students are submitting common email addresses you could try blocking specific email domains. 



    Another thing you can try is if you see a common “inferred company” on these spam records that might identify a specific school or organization where this traffic is coming from you attempt to exclude that from audience criteria. 

     

     

    S
    SklaehnAuthor
    Level 2
    March 5, 2026

    Thanks for your reply. Unfortunately, some students are quite creative in finding ways around these restrictions. In many cases, they enter a fake email address that uses the correct school-issued domain but with a random username in front of it, which allows it to pass validation.

     

    We cannot block entire domains because doing so could also prevent legitimate administrators—our target audience—from accessing the chat.

     

    Additionally, we’re currently unable to block submissions that contain profanity. The system doesn’t allow us to add those email domains to the blocked email list because it won’t accept them in that field.

     

    It would be very helpful if there were a way to block or filter spam submissions directly as they come into the chat. Having more flexible controls—such as the ability to block specific usernames, profanity, or suspicious email patterns—would help prevent these types of submissions without affecting legitimate users. This could be a valuable product enhancement to consider.

    SanfordWhiteman
    SanfordWhiteman
    Level 10
    March 5, 2026

    If your malicious users are also naive (i.e. they’re spamming the chat widget, not attempting to hack around it) then you can enforce a lot of these measures using JS. For example, if someone enters data matching a specific pattern, route them to a bitbucket that doesn’t waste any users’ time.

     

    However, if you believe you’re dealing with actual code-savvy people, they could figure out how to disable that JS (just as any client-side enforcement can be worked around on forms as well).

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