Chili Piper's chat spam checker and blocking exist, but the block action requires an admin. SDRs and agents are the ones actually fielding chats, so when a spammer, bot, or off-topic visitor (e.g. students) keeps chatting in, the front-line rep can't stop it themselves, they have to escalate to an admin or "sit there and take the hits" while the conversation continues.

Reps handling live chat should be able to block an unwanted visitor directly from the conversation, without admin involvement. Admins should still control whether this permission is granted and be able to review or reverse blocks, but the day-to-day block action shouldn't be gated behind an admin.

Front-line chat teams can't respond quickly or keep their queue clean when every block is an escalation. Pushing blocking down to the reps who see the spam first cuts response friction and reduces the noise that buries legitimate chats.