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On this page
  • Benefits of Managing Spam Contacts
  • Workflow Setup
  • Filter Returning Spam Contact
  • How to use Spam Shortcut button in Messages Module
  1. Handling Inbound Conversations

Managing Spam

PreviousHandling Inbound ConversationsNextCreate Automated Welcome and Away Messages

Last updated 1 year ago

Business Goal: Allow your support agents to mark Contacts as spam using a shortcut button, and filter spam Contacts in your Inbound Conversations Workflow.

Benefits of Managing Spam Contacts

  • Save valuable time by removing the need for agents to interact with spam Contacts.

Workflow Setup

In the Workflows module, click + Add Workflow > Select Mark Contact as Spam > Click Use Template.

Workflow steps and their functions:

  1. Add Spam Tag: This step marks the Contact with a SPAM Tag.

  2. Close Conversation: This step closes the Conversation once the Tag has been added.

Optional customization:

Once you have completed the setup, publish your Workflow to start marking Contacts as spam.

Filter Returning Spam Contact

Set up and configure 2 branches for each expected outcome:

  • Not SPAM: Select Contact Tag, select none of and add the SPAM tag.

  • SPAM: Select Contact Tag, select has any of and add the SPAM tag.

Each branch checks whether the Contact has a SPAM tag or not. Depending on the result, the conversation can be closed or the Contact can be routed to continue the inbound workflow.

How to use Spam Shortcut button in Messages Module

Once you have published your Workflows, you can start using them to filter spam Contacts. Here’s an example of how to use the spam Shortcut button in the Messages Module:

  1. To mark a Contact as spam, click on the Shortcut button > select the Mark as Spam Shortcut.

  2. A notification will be displayed in the Messaging Console letting you know that this conversation has been closed by the Mark Contact as Spam Workflow.

  3. A SPAM tag is also added to the Contact at the bottom of the Contact Details Drawer

With the Branch step set up to filter spam Contacts, any time a spam Contact returns, the conversation will be closed automatically.

Improve agents’ overall response rate for .

Trigger: This will start the Workflow when you .

Close Conversation: Add i.e. Conversation Category and Summary for reporting purposes. This will help managers easily identify high number of spam conversations and conduct further investigation on these types of conversations.

To filter out Contacts that have been tagged as SPAM, add a to your Inbound Conversations Workflow.

reporting purposes
click on the Shortcut button
Closing Notes
branch step