How to Spam a Chat Conversation

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Managing conversations effectively is crucial for customer service. This guide explains how agents can mark a conversation as spam and remove it from spam.

Marking a Conversation as Spam

The Mark as Spam feature allows agents to move a conversation to spam and optionally block the requester. This helps filter out unwanted messages efficiently.

Steps to Mark a Conversation as Spam

Open the conversation.
Click the three-dot menu in the message section header.
Select Mark as Spam option.
(Optional) Enable the Block associated requester checkbox to prevent future interactions with the requester. Enabling this option marks all current and future conversations and tickets from the requester as spam. The requester will be blocked and won’t be able to start new conversations, create tickets, or access their existing ones.

Removing a Conversation from Spam

The Remove from Spam feature allows agents to restore a conversation to active status and optionally unblock the requester.

Steps to Remove a Conversation from Spam

Navigate to the Spam Conversations view
Select the conversation you want to restore
Click the three-dot menu in the message section header.
Select Remove from Spam option.

Enable the Unblock/Restore Associated Requester checkbox. The requester will be unblocked and restored, but other conversations and tickets associated with them will not be restored from spam.

Permission Required

To manage conversation spam and block requesters, the agent must have the following permissions enabled:

Manage Conversation Spam

The Manage Conversation Spam permission must be enabled under Chat to mark conversation as spam.

Block a Requester

To block a requester, the agent must have the following permissions. Otherwise, the agent will not be able to block the requester:

The agent’s Chat Access Scope must be set to Global. See Agent Access Management for details.
The Block or unblock contact and delete or mark associated tickets and chats as spam permission must be enabled under Contacts.