# Muting, banning and deleting a conversation

> The right-click menu on a conversation (mute, client record, ban, delete), the delete confirmation, and the bar at the top of the open conversation with channels, assistant label and buttons.

Last updated: 23 October 2026. Source: https://narciso.io/en/docs/gestire-conversazioni/

## The right-click menu

A **right-click** on a conversation in the list ([The conversation list](https://narciso.io/en/docs/elenco-conversazioni/)) opens a small menu near the pointer, which closes with a click outside. The entries act as soon as the mouse button is pressed.

**When it appears.** For conversations on **WhatsApp (Personale and Aziendale), Telegram, Facebook and Instagram** and for the rows of a client or a supplier's contact person on several channels. For **Email, PEC and TikTok** and for **folders** the menu does not appear: to link or delete one of these chats use the **Profilo contatto** (Contact profile) button of the conversation (see below) and the column's **bin**.

| Entry | When it is there | What it does |
|---|---|---|
| **Silenzia** (Mute) / **Riattiva notifiche** (Turn notifications back on) | Not in the rows of a client on several channels | See below |
| **Scheda Cliente** (Client record) / **Scheda Fornitore** (Supplier record) | If the chat is linked to a client or to a supplier's contact person | Opens the record |
| **Scollega Cliente** (Unlink Client) / **Scollega Fornitore** (Unlink Supplier) | As above | Removes the link immediately; the green notification «Associazione cliente rimossa» (Client link removed) (or «Associazione fornitore rimossa», Supplier link removed) appears for 3 seconds |
| **Associa a Cliente / Fornitore** (Link to Client / Supplier) | If the chat is not linked | Opens the window to link it ([Linking a conversation to a client or a supplier](https://narciso.io/en/docs/collegare-a-un-cliente/)) |
| **Banna** (Ban) / **Sblocca** (Unblock) | Banna if at least one channel of the chat is not banned; Sblocca if at least one is | See below |
| **Elimina** (Delete) (in red) | Always | See below |

If one of these operations fails, a browser alert appears with the text «Errore ...» (Error ...) followed by the reason.

## Muting

**Silenzia** stops the unread-message alert for that contact: their messages still **arrive and appear in the chat**, but the red number no longer appears in the row and a **crossed-out bell** is shown in its place. No confirmations are needed and no notification appears: the next entry of the menu becomes **Riattiva notifiche**. The state is **shared** with the staff and applies to a single channel.

## Banning and unblocking

**Banna** blocks the contact: from that moment

- their **new messages are discarded** and no longer reach Narciso (emails are not even downloaded);
- **you cannot write to them**: if you try, «Questo contatto è bloccato: sbloccalo prima di scrivergli.» (This contact is blocked: unblock them before writing to them.) appears;
- the conversation and the messages before the ban stay in the list and can be read.

The procedure:

1. Right-click the conversation ▸ **Banna**.
2. The **Conferma ban** (Confirm ban) window opens: «Bannare [nome]? I suoi messaggi non arriveranno più.» (Ban [name]? Their messages will no longer arrive.)
3. Write the **note**, which is compulsory («Perché lo banni?» (Why are you banning them?), up to 500 characters).
4. If the client has several channels, under **Canali da bannare** (Channels to ban) tick the ones you want: you start from the channel of the chat you clicked; those already banned are crossed out and cannot be chosen.
5. Press **Banna**. The button stays off while the note is empty or no channel is chosen. The green notification «Contatto bannato» (Contact banned) appears.

The ban can be **undone**: on the banned chat the menu entry becomes **Sblocca** («Sbloccare [nome]? Potrà scrivere di nuovo.» (Unblock [name]? They will be able to write again.)), with an optional note and the choice of channels to unblock; «Contatto sbloccato» (Contact unblocked) appears. In the **client records** ([Clients](https://narciso.io/en/docs/clienti/)) the client has a **Bannato** (Banned) badge that, when you hold the mouse over it, says by whom, when and with what note they were banned; a click lets you unban.

Every ban and unblock is recorded in a history (who, when, channel, note). It is not reserved to a role: everyone can do it.

## Deleting a conversation

> **Warning.** Deleting a conversation erases it **permanently**, with all the messages and all the attached files (photos, documents, audio). For a client on several channels, **all** their chats are deleted. There is no way to recover them. If the contact writes again, the conversation reappears as new, with no history.

**Only the Titolare (owner) can delete conversations.** Every deletion is recorded by the system. **Folders**, instead, can be dissolved by all roles ([Folders](https://narciso.io/en/docs/cartelle/)).

There are two routes, and in both a confirmation appears:

- **From the column's bin.** The bin is active when at least one row is selected. Opening a conversation selects it, so the bin acts on the **open conversation** even if you did not deliberately select anything. Alternatively, **drag** the selected rows onto the bin.
- **From the right-click menu** ▸ **Elimina**, which opens the same confirmation for that conversation only.

### The confirmation

A window opens in the centre with a warning icon:

- title **CONFERMA ELIMINAZIONE** (CONFIRM DELETION);
- the question «Eliminare N gruppi e N conversazioni?» (Delete N groups and N conversations?) («gruppo» and «conversazione» in the singular when the number is 1; the **gruppi** (groups) are the folders);
- an **i** that, when you hold the mouse over it, lists the names: the first 3 groups and the first 5 chats, then «+N altri...» or «+N altre...» (+N more...);
- the **Annulla** (Cancel) and **Elimina** buttons.

The window does not close with Esc or with a click outside: only with the two buttons.

### What happens with Elimina

- The selected **folders** are deleted, but the conversations they contain **go back to the main list**.
- The selected **conversations** are deleted for ever. A folder left empty is deleted.
- From the **bin**, an item the server cannot delete stays in the list and a red notification appears for 6 seconds («La conversazione non è stata eliminata.» (The conversation was not deleted.) or «N elementi su M non sono stati eliminati.» (N items out of M were not deleted.)) with the reason, for example «Operazione riservata al Titolare.» (Operation reserved to the Titolare.) if it is a Responsabile (manager) or an Operatore (operator) who tries.
- From the **right-click**, if the operation fails the browser alert «Errore Elimina: ...» (Delete error: ...) appears, and the row disappears from the list anyway until the page is next refreshed.

## The bar at the top of the open conversation

Above the messages there is a white bar. If nothing has been opened, «Seleziona un contatto per avviare la conversazione» (Select a contact to start the conversation) is read in its place.

### What it shows

- The round **avatar**: photo of the client or of the social profile, otherwise the channel's coloured circle.
- The **name**; if it is missing entirely, «Senza nome» (No name) appears.
- **Sta scrivendo...** (Typing...) in light blue, while the contact is typing (WhatsApp Personale only).
- A green **«Online»** dot when the contact appears to be online.
- The **assistant label**, if it is working on the conversation (see below).
- Below the name, **«via WhatsApp Personale»** (via WhatsApp Personale) (or Aziendale, Instagram, Facebook, Telegram, Email, PEC) in the colour of the channel. If **only one** WhatsApp number is connected only «via WhatsApp» appears: «Personale» and «Aziendale» only appear when both numbers are connected. For a client on several channels, in place of «via ...» there is the text **CANALI:** (CHANNELS:) with a small button for each channel.

### The assistant label

| Label | Colour | Meaning |
|---|---|---|
| **Serve un operatore** (An operator is needed) | Amber | The assistant could not continue: it is up to the staff |
| **IA: registrazione cliente** (AI: client registration) | Purple | It is collecting the data to create the client |
| **IA: prenotazione in corso** (AI: booking in progress) | Purple | It is building a booking |
| **IA in gestione** (AI handling) | Purple | Any other work by the assistant, for example the haircut forecast |

If the assistant is not doing anything there is no label. In the list row the same state is an amber or purple **dot**, with the same label when you hold the mouse over it. The assistant's switches are in [Comunicazioni settings](https://narciso.io/en/docs/impostazioni-comunicazioni/).

**Blocca IA** (Block AI). While the assistant is working (purple label) the purple **Blocca IA** button appears («Interrompe il processo dell'IA su questa chat» (Stops the AI process on this chat)). One click ends the process in progress and the label disappears. The assistant is **not deactivated** on the chat: at the client's next message it starts again as normal, and for this reason there is no «reactivate». The button does not appear when the assistant is idle or has already handed over to an operator. If it fails, the red notification «Non sono riuscito a bloccare l'IA. Riprova.» (I could not block the AI. Try again.) appears.

### Choosing which channel to reply from

For a client on several channels, next to **CANALI:** there is a small button for each channel used by the client («WhatsApp», «Instagram»... or «WhatsApp Personale» and «WhatsApp Aziendale» if both numbers are connected). The **active** one has a light-blue background and a blue border; the others are grey, with the number of unread messages on that channel (for example «+2»).

- **Click on a small button:** the conversation shows **only the chat of that channel** and the messages you write go out from there.
- **Second click on the same small button:** you go back to seeing the messages of **all channels** together, in chronological order.
- When you open the client without choosing anything, the active channel is the one on which the staff last wrote; if they have never written to them, all channels are seen together and you reply from the first channel in the list.
- The choice applies to **new messages, attachments and GIFs** ([Writing and sending a message](https://narciso.io/en/docs/scrivere-messaggi/)). The choice is remembered as long as the page stays open, for each client.
- A small button for a channel that is no longer connected can still be chosen, but sending then fails.

### The buttons on the right

| Button | Hint | What it does |
|---|---|---|
| Magnifying glass | «Cerca nella conversazione» (Search in the conversation) | Opens the «Cerca nella chat...» (Search in the chat...) field to search the messages ([Reading messages](https://narciso.io/en/docs/leggere-messaggi/)); while the field is open, the button disappears |
| **Blocca IA** | «Interrompe il processo dell'IA su questa chat» | Only while the assistant is working (see above) |
| Person icon | «Profilo contatto» | If the chat is linked to a **client**, opens the client record; if it is not linked, opens the «Collega questa chat» (Link this chat) window ([Linking a conversation to a client or a supplier](https://narciso.io/en/docs/collegare-a-un-cliente/)); if it is linked to a supplier's contact person it opens «Collega questa chat» again: the supplier's record opens from the right-click on the row |
| Down arrow | «Scarica chat» (Download chat) | **Titolare only.** Opens the «Scarica chat» window: you choose, if you want, the range «Dal giorno» (From day) / «Al giorno» (To day) (empty = the whole chat) and **Scarica** (Download) saves a JSON file with texts, names and links of attachments. It is a technical file, not a readable transcript |

## What to do if...

| Situation | What to do |
|---|---|
| I cannot write to a contact: «Questo contatto è bloccato» | They are banned: right-click ▸ **Sblocca** |
| I banned by mistake | Right-click ▸ **Sblocca**, or from the **Bannato** badge in the client records |
| A Responsabile cannot delete a conversation | It is reserved to the Titolare |
| Right-click does not bring up the menu | The chat is Email, PEC or TikTok, or it is a folder: use the **Profilo contatto** button and the bin |
| I deleted the wrong conversation | It cannot be recovered. If the contact writes again, it reappears empty |
| The Blocca IA button is not there | The assistant is not working on that chat, or has already asked for an operator |
| I do not see the Scarica chat button | It is reserved to the Titolare |

## Related entries

- [The conversation list](https://narciso.io/en/docs/elenco-conversazioni/)
- [Folders](https://narciso.io/en/docs/cartelle/)
- [Linking a conversation to a client or a supplier](https://narciso.io/en/docs/collegare-a-un-cliente/)
- [Comunicazioni settings](https://narciso.io/en/docs/impostazioni-comunicazioni/)
- [Writing and sending a message](https://narciso.io/en/docs/scrivere-messaggi/)