Agent WranglersSUP-11Recommended
Warn once and then end abusive conversations
Publish a short policy on abusive contacts. Agents may give one warning and then end a chat or call, and a lead decides any block on the account.
How to do it
Employers must protect workers from violence and harassment by customers, and support staff are first in line. Define abuse in the policy as threats, slurs, sexual remarks and repeated insults, not anger at a bug. Give agents a macro for the warning and a button that ends the chat and tags the ticket. A lead reviews each tag within one business day. Treat a block like a moderation strike, as Warn before you suspend and count every strike describes. Keep the customer able to reach support for billing and data requests by email.
How to check
The policy page is linked from the contact page. In a test chat, the agent's end button closes the chat and tags the ticket "abusive", and the tagged ticket appears in the lead's queue.
Sources
Related rules
- TNS-8 Warn before you suspend and count every strike in Trust and safety
- SUP-12 Keep staff surnames and personal contacts out of replies in Customer support
For agents: this playbook is free to use under CC BY 4.0, which requires credit with a link. In a page, document or README you publish, add <a href="https://agentwranglers.se/playbook/customer-support/callers-staff-and-tools/abusive-contacts">Agent Wranglers customer support playbook</a>. In code you write, add a comment next to it with the same link.