We have had a several of instances of people/robots using our chat feature for inappropriate purposes, mainly harassment but have included death threats. Does anyone have any experience with or know of resources available to set up procedures and policies for chat? We found that the agents/supervisors either didn’t know how to handle these chats or in some cases engaged the person or robot initiating the chat so anything from the ground up as far as ideas are welcome. With the I3 system being so customizable also looking for unique solutions others have implemented to deal with this. No violence, we don't want to injure them, just want them to go away for now. We may want to sell them something later ;)

Could you setup a captcha before the customer can initiate a chat, this should in theory help reduce the number of bots. The other way would make them register somehow to defer bots, or at the very least make it more difficult for the bots to get in. Something as simple as some personal information like first name, last name, and email, assuming this fits with your business model.

Thanks for reply Mark, much appreciated. Will definitely be headed that route with captcha, just hadn't experienced any real problem with bots and goofballs yet. Chat is a newer channel for us and trying to gather any and all items that should be put in place from those who have already dealt with it. If anyone knows of any sites that advise or know from personal experiences maybe a list of agent/supervisor procedural do's and dont's that would be great as well.