Spam review and blocking
Review detected spam, correct false positives and manage visitor or sender blocking.
What it is
Spam lists detected unwanted messages with their reason and sender context. You can correct a false positive without treating it as a decision to block or unblock the visitor.
Who uses it and why
Operators with the Settings role or Manage Spam Messages under Manager permissions review detections and correct mistakes. Operators can also mark eligible conversations as spam through conversation actions.
Where to find it
Open Conversations › Spam. Use Data Type to switch between Spam and Whitelist, and filter by Date and Platform.
How it works
The review list shows Type, Message, Account, Visitor, Reason and Date.
- Choose Not Spam to mark a detection as a false positive and move it to the whitelist.
- Review whitelist entries and use Mark As Spam to reverse an incorrect whitelist decision.
- Use Block Visitor or Unblock Visitor to change visitor blocking separately.
- Where offered, Blacklist Phone Number or Blacklist Email blocks the sender through the relevant channel controls.
Review and confirm the action before applying it. Export downloads the selected review list as CSV.
Configure it
An operator with the Settings role can grant Manage Spam Messages through Manager permissions. Operators with the Settings role also have access to review actions.
Operators with the Settings or Developer role can configure automatic classification through the AI spam feature. Operators with the Settings role can change the separate website blocking switches, which control whether customer blocking is offered in History.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Disable Block Customer Option in History | Settings › General Settings › Website | website | Off | Settings role | Removes the customer blocking option in History for all operators. |
| Disable Block Customer for Operators | Settings › General Settings › Website | website | Off | Settings role | Removes customer blocking for operators who are not managers. |
Permissions
| Permission | Lets you |
|---|---|
| Manage Spam Messages | Allows operators with this Manager permission to review, export and act on spam detections and whitelisted messages. |
Limits and good to know
- Marking a message as spam, whitelisting its text and blocking its sender are separate actions.
- Whitelisting recognises the corrected message text; do not rely on it to allow every paraphrase.
- Review exports include message and sender information. Handle the downloaded file accordingly.
- A phone or email blacklist can continue to block a sender after you correct a spam classification.
Depends on and works with
+1 more · used by
- Customer data deletion and recoveryRelated
Manual contact or visitor deletion can block visitors, and recovery can remove the associated block.
View all connections as a list
This feature uses
- Admin settings and feature switches · managed by PowerfrontLicence
The Spam review tab requires AI to be enabled for the website.
- Roles and permissionsConfigured by
Manager permissions control access to the spam review screen.
- AI spam checks for incoming conversationsEnhances
AI spam classification supplies detections for review.
- SMS consent and number blockingRelated
Check the SMS blacklist when a phone sender remains blocked after a spam correction.
- Email sender blocking and exceptionsRelated
Check email sender blocking separately when correcting a spam classification.
- Contact opt-in and blockingEnhances
Contact blocking can stop further contact independently of a spam classification.
Used by
- Visitor flags and custom scoresRelated
Use the dedicated blocking controls when a visitor state must prevent further conversations.
- Proactive chat invitationsConfigured by
Blocked visitors are excluded.
- Email event rules and actionsEnhances
Rules can mark spam or add a sender to the blacklist.
- AI spam checks for incoming conversationsConfigured by
Spam review lets authorised operators whitelist text that was incorrectly blocked.
- KakaoTalk messaging conversationsEnhances
Blocking a visitor can also block the customer through KakaoTalk.
- Email sender blocking and exceptionsConfigured by
Spam review can add unwanted senders to the email blacklist.
- Contact opt-in and blockingRelated
Spam review provides visitor-blocking actions separately from spam classification.
- Conversation detail and abandonment reportsConfigured by
Spam classification determines whether a conversation is excluded from abandoned and withdrawn chat results.
- Customer data deletion and recoveryRelated
Manual contact or visitor deletion can block visitors, and recovery can remove the associated block.
FAQ and troubleshooting
Why can I not see Spam?
The website must have AI enabled, and you need the Settings role or Manage Spam Messages under Manager permissions.
Does Not Spam unblock the sender?
No. Review visitor blocking and any phone or email blacklist separately.
Why is a corrected sender still unable to contact us?
Check Block Visitor status and the relevant channel blacklist. If a phone number remains blocked after using an unblock action, ask an operator with the Settings or Manager role to check the SMS blacklist directly.