Spam

Types of spam in Responso and marking conversations as SPAM

In Responso, we distinguish between two types of spam: free spam and paid spam.

Since we charge fees for conversations (tickets), we provide you with options to mark unwanted messages so that they are not subject to these fees.

Free spam includes tickets that:

• were marked as spam by an external mail server and imported into Responso already carrying that tag,

• Were marked as spam immediately after being imported into Responso because the sender's address was already on the blocked email addresses list,

• Were marked as spam immediately after being imported into Responso by a spam rule.

All other tickets marked as spam manually or through a regular automation (not a specific spam rule) are subject to fees.

Tickets classified as free spam can become paid if you begin performing actions on them — for example, if you add a tag or reply to the message.

Adding a Sender to the Spam List

You can add a sender to the spam list in two ways:

1. After receiving an unwanted message: In the ticket view, in the section on the right side, click the Add to SPAMbutton. The sender's address will be added to the spam list.

2. Via settings: Go to the Settings > Spam > Blocked email addresses menu and click the Add email address button. After entering the email you want to add to the spam list, click Create.

Spam rules

The mechanism of spam rules is the same as that of other automations, with the difference that for spam rules, you only choose the conditions. There is only one action, which is predefined in the system: marking the ticket as free spam.

To add a spam rule, go to the Settings > Spam > Spam rules menu and click the Add SPAM rule button. Add the conditions, a name, and a description for the rule, and click Add.

All spam rules created by you will be visible on the list in the Spam rules tab, where you can immediately preview which conditions trigger them, whether they are active, and edit them.

Only an automation set up in this location allows tickets to be exempt from fees. If you start performing actions on a ticket marked as spam by a spam rule, it will become a paid ticket.

Filtering free spam

All spam tickets (paid and free) are visible in the Spam status tab. To make it easier for you to check which spam tickets will be charged and which will not, we have added a Non-billable spam filter to the inbox. Free spam tickets are marked with a crossed-out dollar icon.