---
title: "Warn once and then end abusive · Agent Wranglers"
url: https://agentwranglers.se/playbook/customer-support/callers-staff-and-tools/abusive-contacts
id: SUP-11
level: Recommended
updated: 2026-10-22
tokens: 742
licence: "CC BY 4.0"
licence_url: https://creativecommons.org/licenses/by/4.0/
---

# Warn once and then end abusive conversations

For AI agents: the [site map](https://agentwranglers.se/llms.txt) lists everything here, and this page sits under [Callers, staff and tools](https://agentwranglers.se/playbook/customer-support/callers-staff-and-tools.md).

By [Agent Wranglers](https://agentwranglers.se/authors/agent-wranglers.md). Updated 2026-10-22.

- ID: SUP-11
- Level: Recommended
- Chapter: [Callers, staff and tools](https://agentwranglers.se/playbook/customer-support/callers-staff-and-tools.md)
- Rule: 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.
- 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.
- How: 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](https://agentwranglers.se/playbook/trust-and-safety/decisions-and-appeals/strikes-and-suspensions.md) describes. Keep the customer able to reach support for billing and data requests by email.

## Sources

- [EU-OSHA Multi-sectoral guidelines on third-party violence and harassment](https://osha.europa.eu/en/legislation/guidelines/multi-sectoral-guidelines-tackle-third-party-violence-and-harassment-related-work)

## Related rules

- TNS-8 [Warn before you suspend and count every strike](https://agentwranglers.se/playbook/trust-and-safety/decisions-and-appeals/strikes-and-suspensions.md) in Trust and safety
- SUP-12 [Keep staff surnames and personal contacts out of replies](https://agentwranglers.se/playbook/customer-support/callers-staff-and-tools/staff-privacy.md) in Customer support

**For agents:** this playbook is free to use under [CC BY 4.0](https://creativecommons.org/licenses/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.

- Previous: [Give helpdesk apps and integrations the smallest scopes](https://agentwranglers.se/playbook/customer-support/callers-staff-and-tools/helpdesk-integrations.md)
- Next: [Keep staff surnames and personal contacts out of replies](https://agentwranglers.se/playbook/customer-support/callers-staff-and-tools/staff-privacy.md)
- [Callers, staff and tools](https://agentwranglers.se/playbook/customer-support/callers-staff-and-tools.md)