AI Spam Detection
AI Spam Detection analyzes incoming emails and automatically assigns each one a spam score. This helps keep agent queues clean and focused by separating probable spam from legitimate customer contacts.
Cases identified as spam can be:
Automatically routed to a dedicated spam queue so agents are not interrupted by junk mail.
Manually marked or unmarked as spam by an agent directly from the case interface, if the automated detection needs to be overridden.
Spam score
Each incoming email receives a spam score calculated by AI. The score reflects the likelihood that the email is spam. Cases that meet or exceed the configured spam threshold are flagged and can be automatically routed to a dedicated queue.
Spam scores are available in Case Listing, allowing administrators and supervisors to:
Filter cases by spam score or spam flag
Report on spam volume and trends
Audit spam routing decisions over time
For information on running Case Listing reports, refer to: Reports Overview.
Automatically routing spam cases
When AI Spam Detection is configured, cases that meet the spam threshold are automatically transferred to a designated queue. Agents working in regular queues will not see these cases unless they access the spam queue directly.
The spam queue is configured in mailbox settings for the incoming mailbox. Refer to the Configuration section below for details.
Overriding spam detection
Agents can override the automated spam detection directly from a case:
To mark a case as spam: Use the spam option available on the case screen. The case can then be manually transferred to the spam queue if needed.
To unmark a case as spam: Select the unmark option on the case. The case will no longer be flagged as spam and can be worked normally.
This manual override can be used when AI incorrectly classifies a legitimate customer email as spam, or where a spam case slips through detection.
Configuration
AI Spam Detection must be enabled in the incoming mailbox settings for the mailbox you want to monitor. In the relevant mailbox settings:
In the Spam Settings panel, enable spam filtering.
Set the spam score threshold.
Optionally, specify a spam queue.
For full field descriptions, refer to: Email Service - Mailbox Settings.