Spam & blocking

Three layers keep junk out of your queue: a spam filter that learns from your team, a workspace blocklist, and keyword rules. All of them quarantine mail rather than delete it, so a mistake is always recoverable.

The spam filter

Every message from a first-time sender is scored automatically. If it looks like spam, it is suspended instead of becoming a ticket, and shows up in the Suspended view labelled as likely spam. Mail from a customer you have corresponded with before is never filtered.

The filter ships pre-trained, so it works from your first day. It also learns from your workspace: marking a message as Spam teaches it what your junk looks like, and recovering a message it got wrong teaches it what your real mail looks like. The longer you use it, the better it fits your inbox.

Messages from your help site contact form and your website widget are scored the same way once the sender has confirmed their address. Anything unconfirmed never gets that far.

Block and Spam

Block adds a sender, either the exact email address or their whole domain, to the workspace blocklist. Future mail from that sender is quarantined, not deleted, so nothing is lost if you change your mind. Spam does the same thing and also teaches the spam filter, so similar mail is caught on its own next time. Both work off a single blocklist for the whole workspace, not per brand.

Because blocking a whole domain is a big step, AllMy Support warns you first if you're about to block a freemail domain like gmail.com, or your own brand's domain.

To block a sender

1. Open the ticket.
2. Open the ticket actions menu and choose Block.
3. Choose the email address or the whole domain.
4. Confirm.

Blocking is forward-only. It stops new mail from that sender; it doesn't touch tickets they've already sent you.

Reviewing quarantined mail

Quarantined messages land in the Suspended view, whether they were caught by the filter, the blocklist, or a keyword rule. From there you can Recover a message into a real ticket if it was caught by mistake, Block the sender if it wasn't, or Delete it outright. Recovering a filtered message also corrects the spam filter, so the same kind of mail gets through next time.

Blocklist manager and keyword rules

An admin manages the workspace blocklist directly: list blocked senders, add one, or unblock one. Admins can also set keyword rules that scan inbound mail workspace-wide. A match doesn't block the message outright, it suspends it for review, so a legitimate email that happens to contain a flagged word or phrase still gets a human look before it's dropped.