Spam can sometimes affect efficiency by creating unnecessary work. Review the suggested Rules on this page to help reduce the number of spam messages your team receives.
How sort order affects spam Rules #
Rules Sort Order controls the order in which Rules are executed. Any spam Rules should always be at the top of your list before any other Rules are executed. For example, if you have 20 total Rules and six of them are spam Rules, your spam Rules should have the highest sort order — one to six. This ensures that spam communications are filtered and moved to an Inbox(e.g., Spam Inbox), removing your Agents’ need to engage.
Spam Rules best practices #
Rule Action #
Each spam Rule should have the following Rule Action for Channels you’d like to prevent inbound spam communications. This applies to Messaging (chat, SMS, social messaging) and Email. Voice uses the Variable node to stop spam calls.
- Add Topics – Conversations moved to your spam Inbox should still have a Topic for tracking purposes. When creating a spam Rule, use the Add Topics Condition to apply your spam Topic automatically.
- Assign to Inbox – Assign spam Conversations to a designated Inbox. You may call this Inbox something like Spam Inbox.
- Mark No Reply Needed – Mark the last Contact in a spam communication as No Reply Needed. This prevents spam from skewing your SLA metrics.
- Close Conversation – There’s no need to follow up with spam Conversations, so use the Close Conversation Action to automatically Conversations marked as spam.
Another way to prevent spam is to work with your IT team to filter spam communications before making it into Gladly.
Incorrect spam filtering #
As you create spam rules, be aware of scenarios that could cause legitimate communication to be marked as spam. This could mean studying keyword trends and text to ensure you don’t unintentionally filter the wrong communications.
List of spam Rules #
Email subject line #
Spam emails have a common theme used as keywords/text on the email subject. You’re probably familiar with some of the peskiest spam emails your team receives. You can try to detect these by moving emails to your spam Inbox based on keywords/text on the subject line using the Message Subject or Message Body Rule Condition.
Below is a list of common spam text found in subject lines and email bodies:
Buy direct, Apply now, Apply online, Important information regarding, Once in a lifetime, This won’t last, Email marketing, For instant access, Have you been turned down, Join millions of Americans, Satisfaction guaranteed, Will not believe your eyes, Direct email, Direct marketing, Visit our website, Avoid bankruptcy, Compare rates, Free grant money, Free hosting, Free membership, Get out of debt, Join millions, No age restrictions, stickers, viagra, No purchase necessary, You are a winner, You’ve been selected, Additional income, All-natural, Be your own boss, Big bucks, Consolidate debt and credit, Consolidate your debt, Double your income, Earn extra cash, Eliminate bad credit, Financially independent, Financial freedom, Free money, Stop snoring, Human growth hormone, In accordance with laws, Lottery, Luxury car, Meet singles, Online degree, Online pharmacy, Refinance, Rolex, Social security number, Undisclosed recipient, University diplomas, Unsecured credit, Valium, Vicodin, Xanax, Copy DVDs, Free investment, Free preview, Pure profit, Become a member , You have been selected, No hidden fees, No obligation, Not junk, Notspam, Requires initial investment, This isn’t a scam, This isn’t junk, This isn’t spam, Check or money order, sharepoint, dropbox, Content Marketing, Promotion, Link Building, update your preferences, short survey, quick survey, Pay-per-click, Optimize your website , PPC campaigns, Content Marketing
Email message body #
Use the Message Body Condition to detect keywords in email bodies that you can use to flag as spam. For example, if your company sells clothes, but you receive emails with content that has words like “marketing,” “best sellers,” or “engineer,” then the likelihood of the email being spam is high. Use The Message Body Condition to detect specific keywords.
Email domains #
Use the Message Body Condition to block emails from specific domains that you receive spam from.
