AI spam checks for incoming conversations
Classify eligible new text and social conversations as spam before they reach your operators.
What it is
Spam Check uses AI to decide whether an eligible message needs your team's attention. A block decision includes a reason, and INSIDE records the message for spam review. This helps keep unwanted new text and social conversations out of your operators' queues.
Who uses it and why
Users with the Settings or Developer role choose which platforms and visitors to check and define the instructions. Authorised operators review detections and correct legitimate messages marked as spam.
Where to find it
Open Settings › AI › Features and choose Spam Check as the feature type. Configuration requires the Settings role with AI allowed under Settings Permissions, or the Developer role.
Review detections under Conversations › Spam. The Settings role or Manage Spam Messages under Manager permissions grants review access.
How it works
- A customer sends eligible text that starts a new conversation.
- INSIDE selects a matching enabled Spam Check feature using its account, priority and visitor filters.
- The AI assesses the text and returns an allow or block decision. Classification does not call additional functions.
- Before applying a block, INSIDE checks whether the message text has already been corrected as a false positive.
- A block records the message and reason in Spam and stops that new conversation from entering normal handling. An allow decision lets normal handling continue.
The built-in instructions cover unsolicited offers, phishing, abuse, irrelevant or malicious content, and messages consisting only of unrecognised characters or emoticons. They are written for social comments, so review their suitability for your selected channels.
Configure it
Ask Powerfront to enable AI and prepare an account. Create a Spam Check feature, choose its Account, review Instructions, and add platform conditions in Visitor Filters (drag and drop). Select at least one supported text or social platform. The editor rejects Chat and Email.
Check Enabled and give overlapping features distinct Priority values. Test representative legitimate enquiries as well as unwanted messages before expanding the filters.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Instructions | Settings › AI › Features | website | Built-in rules blocking unsolicited offers, phishing, abuse, irrelevant messages and unrecognised-character or emoticon-only content | Settings role, Developer role | Defines which messages the AI should allow or block and asks for a reason when blocking. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Configure Spam Check when AI is allowed under Settings Permissions. |
| AI | Allows AI configuration within Settings Permissions. |
| Developer | Configure Spam Check. |
| Manage Spam Messages | Review detections and correct false positives through Manager permissions. |
Limits and good to know
- The normal check runs at conversation creation. It does not reclassify every message in an ongoing conversation.
- Attachment messages are excluded, and some channel interactions bypass classification.
- A failed or unavailable classification is not itself a spam verdict. Without a final block decision, normal intake continues.
- Not Spam corrects the detected text. It does not automatically remove separate visitor or sender blocking.
- There is no dedicated numeric confidence threshold for this feature.
Depends on and works with
View all connections as a list
This feature uses
- Admin settings and feature switches · managed by PowerfrontLicence
Powerfront must enable AI for the website.
- Roles and permissionsConfigured by
Roles and permissions control configuration and spam review.
- AI feature settings and change historyConfigured by
Feature enablement, account, priority and visitor filters control selection.
- AI instructions and templatesConfigured by
Instruction sources define the classification rules.
- AI guardrail routing and fallback actionsEnhances
Configured guardrails can stop a spam check without returning a spam verdict.
- AI accounts and shared defaultsRequires
Classification needs a configured AI account.
- Spam review and blockingConfigured by
Spam review lets authorised operators whitelist text that was incorrectly blocked.
- Visitor event targeting conditionsConfigured by
Platform and visitor conditions determine eligible conversations.
Used by
- Spam review and blockingEnhances
AI spam classification supplies detections for review.
FAQ and troubleshooting
Why can I not save a feature for Chat or Email?
Spam Check is restricted to text and social platforms in this release. Remove Chat and Email from the platform filter and select a supported platform.
Why did a later message in a conversation get through?
The normal intake check assesses eligible conversation-starting text. It is not a check of every subsequent message.
How do I correct a legitimate message marked as spam?
Open Conversations › Spam, find the detection and choose Not Spam. Check any separate visitor or channel blacklist if the sender remains blocked.
Does an AI service error block the customer?
An error does not count as a spam classification. INSIDE may try a fallback; if it obtains no block verdict, normal intake continues.