AI Blacklist

If a specific customer chat needs special handling by a human agent and shouldn't be replied to automatically by the AI, add them to the AI Blacklist.

Access

• Blacklist page: /{locale}/dashboard/blacklist

• Inbox (Kotak Pesan): Directly via the ticket options in the chat interface.

Steps to Activate AI Blacklist

Method 1: Via the Inbox

• Locate the target customer ticket in your Inbox.

• You can either click the 3-dot Ticket Options icon in the top right corner of an open chat

  

  or open the options menu directly from the ticket list in the left sidebar.

  

• Select Add Blacklist AI.

Method 2: Via the Blacklist Page

• Navigate to the Blacklist page.

  

• Click the button in the top right to add a new entry.

• Enter a reason for pausing (optional — e.g., "Special VIP complaint handling").

• Search for and select the specific contact from the dropdown.

  

• Click Save.

Blacklist Effects & Management

• A warning banner appears at the top of the chat: ⚠️ AI replies are paused for this chat.

• The AI Agent automatically stops all automatic replies for that number.

• All paused numbers can be monitored and managed via the /blacklist menu page.

  

Remove an Identity

Method 1: Via the Inbox

• Find the blacklisted ticket in your Inbox.

• Open the ticket options (either from the sidebar list or the top-right menu inside the chat).

• Select the option to remove the AI Blacklist.

Method 2: Via the Blacklist Page

• Find the identity in the blacklist table.

• Open the row action.

• Choose Delete from blacklist.

• Confirm the action.

Removing an identity doesn't automatically send a message — it only changes the AI eligibility state. Verify AI behavior is restored according to the agent and channel configuration.

Troubleshooting

• If the add action is blocked, ask an administrator to review your blacklist permission.

• If an identity can't be selected, it may already be blacklisted.

• If AI continues to reply, confirm that the correct channel identity — not only the customer record — was blacklisted.

• If the banner doesn't appear, refresh the ticket and verify the identity associated with the conversation.