Automatically filter spam and irrelevant inbound messages before they reach your support team.

Managing spam and irrelevant conversations can slow down support teams and impact service metrics.

With AI Spam Filtering for Helpdesk, inbound spam messages are automatically detected and separated from genuine customer conversations.

Spam messages are identified using a combination of AI detection and merchant-defined rules. When detected, they are automatically marked as spam and moved to a dedicated Spam view—without triggering agent workflows or unnecessary responses.

This helps teams maintain cleaner queues, faster response handling, and more accurate support reporting.

AI Spam Filtering evaluates only the inbound message received from a customer before running assignment block and assigning to agent.

If the message is identified as spam:

This ensures spam stays visible for review while keeping agent workspaces focused on real customer requests.

Spam check will run before running the assignment block. So ticket is marked as spam when ever spam condition matches before assigning to agent.

AI Spam Filtering currently supports inbound messages from:

The following channels are not supported in this release:

Prevent spam and irrelevant messages from cluttering support queues.

Agents spend time on genuine customer issues instead of filtering noise manually.

Spam conversations are excluded from operational reporting, helping improve:

Merchants maintain full control over how spam is classified and filtered.

Spam conversations are never deleted and can be reviewed or recovered whenever needed.

Automatically identify and filter:

Reduce distractions caused by:

Merchants can configure spam filtering based on their business needs in this route

Configure spam type by filling the below fields in Spam Settings

Apply different spam rules across supported channels.

For example:

Select the Channel and Enter the test message to check if the message is marked as spam or non-spam message based on the configurations you set.

Spam tickets remain fully accessible.

If a conversation was incorrectly marked as spam, agents can recover it by:

Once marked as not spam , the ticket should be assigned to agent.

Please note the following:

Spam detection evaluates only the inbound message received from a customer before running assignment block and assigning to agent.

Subsequent messages are not re-evaluated for spam classification.

Currently supported:

Not supported in this version:

1. What is AI Spam Filtering in Helpdesk?

AI Spam Filtering automatically detects and filters spam or irrelevant inbound messages before they reach support agents. Messages identified as spam are marked accordingly and moved to a dedicated Spam view.

2. How does spam detection work?

Spam detection uses a combination of:

The system evaluates the inbound message received from a customer before running assignment block and assigning to agent and determines whether it should be treated as spam.

3. Which channels support AI Spam Filtering?

AI Spam Filtering currently supports:

Messenger and Live Chat are not supported in this version.

4. Does spam filtering apply to outgoing messages?

No. Spam filtering applies only to inbound messages.

Outgoing messages and agent replies are not evaluated for spam.

5. When is spam detection triggered?

Spam logic is evaluated just before assignment block runs based on the last 5 messages .

6. What happens when a message is marked as spam?

If a message is identified as spam:

7. Will spam messages affect SLA or First Response Time (FRT)?

No. Since spam tickets are automatically classified and excluded from regular support handling, they do not add unnecessary noise to SLA and FRT metrics.

8. Are spam tickets permanently deleted?

No. Spam tickets remain fully visible in the Spam view and are not deleted.

This ensures teams retain visibility and auditability.

9. Can agents recover a spam ticket?

Yes. If a valid customer conversation is incorrectly marked as spam, agents can recover it by Marking them as not Spam from the Spam view.

Once assigned, the ticket becomes available for normal support handling.

10. Can merchants configure spam rules?

Yes. Merchants can customize spam filtering through:

This allows businesses to tailor filtering based on their support operations.

11. Will customers know their message was marked as spam?

No automatic response is sent when a message is marked as spam.

The ticket is silently classified and moved to the Spam view.

12. Can merchants create different spam rules for different channels?

Yes. Merchants can define channel-specific spam rules for supported channels such as WhatsApp, Instagram [DM ONLY], and Email.

Teams can review all spam-classified tickets in the Spam view and manually recover any incorrectly classified conversation by assigning the ticket.

This ensures complete control and transparency.

14. Does spam filtering stop ticket creation entirely?

No. A ticket is still created for traceability.

However, the ticket is immediately closed and marked as spam, preventing it from entering normal support workflows.

For further assistance or to raise feature requests related to AI Spam filter, please contact [email protected]