# Spam review and blocking

Review detected spam, correct false positives and manage visitor or sender blocking.

*Release 3.3 · admin, operator, supervisor*

**Conversations › Spam**

## 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

### This feature uses

- **Configured in** [Roles and permissions](ADM-008.md): Manager permissions control access to the spam review screen.
- **Works better with** [AI spam checks for incoming conversations](AI-011.md): AI spam classification supplies detections for review.
- **Works better with** [Contact opt-in and blocking](CRM-007.md): Contact blocking can stop further contact independently of a spam classification.
- **Related** [SMS consent and number blocking](CHN-023.md): Check the SMS blacklist when a phone sender remains blocked after a spam correction.
- **Related** [Email sender blocking and exceptions](CHN-030.md): Check email sender blocking separately when correcting a spam classification.
- **Needs licence or module** Admin settings and feature switches (managed by Powerfront): The Spam review tab requires AI to be enabled for the website.

### Used by

- **Configures** [Proactive chat invitations](ENG-004.md): Blocked visitors are excluded.
- **Configures** [AI spam checks for incoming conversations](AI-011.md): Spam review lets authorised operators whitelist text that was incorrectly blocked.
- **Configures** [Email sender blocking and exceptions](CHN-030.md): Spam review can add unwanted senders to the email blacklist.
- **Configures** [Conversation detail and abandonment reports](REP-006.md): Spam classification determines whether a conversation is excluded from abandoned and withdrawn chat results.
- **Enhances** [Email event rules and actions](ENG-022.md): Rules can mark spam or add a sender to the blacklist.
- **Enhances** [KakaoTalk messaging conversations](CHN-015.md): Blocking a visitor can also block the customer through KakaoTalk.
- **Related** [Visitor flags and custom scores](VIS-008.md): Use the dedicated blocking controls when a visitor state must prevent further conversations.
- **Related** [Contact opt-in and blocking](CRM-007.md): Spam review provides visitor-blocking actions separately from spam classification.
- **Related** [Customer data deletion and recovery](SEC-019.md): 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.