Security Restrictions (lock messages & contact channels)
You want to control what shoppers see when a conversation hits a limit, and set the public contact channels they fall back to.
To protect your agent from abuse and runaway costs, conversations have built-in limits: a cap on messages per conversation and rate limits on how fast new conversations and messages can come from one source. When a limit is reached, the shopper sees a lock panel in place of the message box. Settings → Security Restrictions is where you control what that panel says.
What you can set
- Lock messages — two editable messages: one shown when a conversation reaches its message limit, and one shown when a visitor hits a rate limit. Write something that points them to another way to reach you.
- Public contact channels — the contact details shown in the lock panel (and as fallbacks): Phone, Business hours, Public email, an Email note, and a Contact / live chat page label plus URL. Leave a field blank to hide it. (These are separate from your internal escalation email.)
The underlying limits are shown here as read-only. The message-per-conversation cap is a global default; per-account changes are handled by our team rather than self-serve.
Steps
- Go to Settings → Security Restrictions.
- Edit the cap and rate-limit lock messages.
- Set your public contact channels.
- Save, then trigger a limit in the Playground or review the lock panel copy to confirm.
Troubleshooting
- Shoppers hit a lock panel with no way forward → contact channels empty or message unhelpful → add channels and rewrite the message here.
- Agent stopped taking new conversations entirely → you may have reached your plan's conversation cap, which is separate from these abuse limits → see Conversation limits and what happens at your cap.