Spam
When a contact sends unwanted or abusive messages, you can move them to Spam. Spam contacts are quarantined from normal inbox queues so your team is not distracted by noise.
Open the Spam Tab
In the sidebar, expand Inbox and choose Spam (/inbox/spam).
The list title shows Spam with a count badge. Only spam-marked contacts appear here. Normal Assigned, Unread, and Dashboard counts exclude spam contacts.
Mark a Contact as Spam
From any open conversation (not already spam):
- Open the conversation actions menu (⋯ in the chat header, or the row menu on mobile).
- Choose Mark Contact as Spam.
- Review the Mark as Spam? dialog.
The dialog explains what happens:
- All conversations with this contact move to Spam
- Message content is redacted in the inbox
- Automations and bot replies stop for this contact
- Future messages stay in Spam until restored
You may add an optional Reason (for example unsolicited ads). The reason is visible to your team in the spam thread header.
Click Move to Spam to confirm, or Cancel to go back.
Spam is applied at the contact level. Every thread with that customer is affected.
Inside a Spam Thread
Spam conversations open in a read-only view:
- A Marked as Spam banner appears at the top (with reason and who marked it, when available).
- Message bodies may show as redacted or hidden.
- The composer is not available for normal replies.
Use Restore Contact on the banner (or Restore Contact in the actions menu) when the contact should rejoin the main inbox.
Restoring returns the contact to normal queues. Your team can assign and reply again; automations can resume per your settings.
New Messages From Spam Contacts
If a spam-marked customer messages again, the thread stays in Spam. It does not reappear under Assigned or Unread until you restore the contact.
When to Use Spam vs Other Actions
| Situation | Suggested action |
|---|---|
| Unsolicited marketing, abuse, or bot noise | Mark Contact as Spam |
| Bot should stop but contact is legitimate | Hand over or assign (chapter 10) |
| Thread aged out of the care window | Expired state — see Open, Pending, Queued, Expired and chapter 9 |
Related Articles
- Layout Tour (2.1) — Spam under Inbox in the sidebar map
- Inbox vs Dashboard vs Conversations (1.3)
- Instagram Comment and DM Automations (10.5, planned) — automations stop for spam contacts