Privacy & Blocking

Protect your team and comply with privacy regulations by managing who can chat and how data is handled.

Blocking Visitors

When to Block

Block visitors who:

• Send spam or irrelevant messages
• Are abusive or harassing
• Attempt to exploit your AI
• Violate your terms of service

How to Block

Block Options

What Happens When Blocked

• Widget won't load for that visitor
• Or widget loads but messages aren't delivered
• Visitor can't start new conversations
• Existing conversations are archived

Managing Blocked Contacts

Viewing Blocked Contacts

1. Go to Contacts
2. Filter by Blocked
3. See all blocked visitors

Unblocking

Spam Protection

Automatic Detection

tahc includes spam protection:

• Rate limiting (messages per minute)
• Repetitive message detection
• Known spam patterns
• Bot detection

Handling False Positives

If legitimate users are flagged:

1. Review their conversations
2. Unblock if appropriate
3. Adjust sensitivity settings

Privacy Compliance

GDPR Compliance

tahc helps you comply with GDPR:

Handling Data Requests

Data Access Request

To export a user's data:

1. Find their contact
2. Click Export Data
3. Download includes:
   • Contact information
   • All conversation transcripts
   • Notes (if applicable)
   • Custom field data

Data Deletion Request

To delete a user's data:

1. Find their contact
2. Click Delete
3. Confirm deletion
4. All data is removed

Data Retention

Automatic Retention

Configure how long data is kept:

1. Go to Settings > Privacy
2. Set retention periods:
   • Conversation transcripts
   • Contact information
   • Analytics data

Retention Options

Manual Cleanup

Delete old data manually:

1. Go to Contacts or Conversations
2. Filter by date
3. Select items to delete
4. Bulk delete

IP Blocking

Block by IP address for severe cases:

When to IP Block

• Coordinated spam attacks
• Technical exploitation attempts
• Persistent bad actors using multiple identities

Adding IP Blocks

1. Go to Settings > Security > IP Blocks
2. Enter the IP address or range
3. Add a note explaining why
4. Save

IP Block Considerations

• May affect legitimate users on shared IPs
• Consider geographic implications
• Review periodically

Cookie Consent

Widget and Cookies

tahc uses minimal cookies:

• Session identification
• Conversation continuity
• Basic analytics

Consent Integration

If you have a cookie consent banner:

1. tahc widget loads after consent
2. Or configure "essential only" mode
3. Widget respects DNT (Do Not Track)

Configuring Cookie Behavior

1. Go to Settings > Privacy
2. Choose cookie mode:
   • Essential Only — Minimal tracking
   • Full — All features enabled
3. Customize consent message if needed

Conversation Privacy

Team Access

Control who sees what:

• All agents see all conversations by default
• Configure role-based access
• Restrict sensitive conversations

Message Redaction

Redact sensitive information:

1. Open the conversation
2. Find the sensitive message
3. Click Redact
4. Information is hidden

Audit Logging

Track who accessed what:

• View in Settings > Audit Log
• See all data access events
• Export for compliance

Best Practices

Respond to Requests Promptly

• GDPR requires response within 30 days
• Faster is better for customer trust
• Document all requests and responses

Use Blocking Judiciously

• Block for legitimate reasons only
• Document why you blocked
• Review blocks periodically

Regular Privacy Audits

• Review data retention settings
• Clean up old data
• Update privacy policies

Train Your Team

• Ensure team understands privacy obligations
• Document procedures
• Regular refresher training

Troubleshooting

Can't Find Contact to Delete

• Search by email, not just name
• Check for typos
• May be anonymous visitor (no contact record)

Blocked User Can Still Chat

• Clear cache on their device
• May be using different device/IP
• Check block is still active

Data Export Incomplete

• Wait for export to fully generate
• Check for large file size
• Contact support for assistance

Next Steps

• Set up team roles for access control
• Configure compliance settings
• Review security best practices