How to Spam a Chat Conversation in BoldDesk
Managing conversations effectively is crucial for customer service. This guide explains how agents can mark a conversation as spam and remove it from spam. BoldDesk allows agents to manage unwanted or irrelevant chat conversations by marking them as spam. Agents can also restore conversations that were mistakenly marked as spam and optionally block or unblock requesters.
Key terms:
- Spam Conversation — A chat classified as unwanted or irrelevant.
- Requester — The customer or end-user who initiated the chat.
- Block Requester — Prevents a user from starting new chats or accessing existing tickets.
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
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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:
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The agent’s Chat Access Scope must be set to Global. Explore Agent Access Management in BoldDesk: Roles & Permissions.
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The Block or unblock contact and delete or mark associated tickets and chats as spam permission must be enabled under Contacts.
FAQs
Q1: Does blocking a requester delete their previous tickets?
No. Blocking marks tickets and chats as spam but does not delete them unless the permission setting allows deletion.
Q2: Can I restore all conversations from a blocked requester?
No. Restoring a requester only unblocks them; it does not restore other spammed items.
Q3: Why can’t I see the ‘Mark as Spam’ option?
Your Manage Conversation Spam permission may not be enabled.
Q4: Can blocked users still access BoldDesk portals?
No. Blocked users cannot start new conversations or access existing tickets/conversations.
