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Spam Filter

The platform automatically screens the very first message from every brand-new contact and blocks obvious spam and scams before your AI bot has a chance to reply to them. This protects your business from phishing attempts, fraud, and bulk marketing junk - without any setup on your side.

The spam filter is always on. There is no switch to flip, no settings to configure, and nothing for you to maintain.

What Gets Filtered

The filter looks for messages that clearly match one of these well-known spam patterns:

  • Phishing attempts - “Your account has been blocked, click here to verify”, fake security alerts, impersonation of platforms like WhatsApp, Instagram, Meta, Google, or your bank.
  • Advance-fee fraud - Messages asking your business to send or transfer money to the sender (the classic “I have an inheritance to share” scam).
  • Lottery and prize scams - Unsolicited claims that you have won a prize, a lottery, or a giveaway you never entered.
  • Mass marketing blasts - Bulk promotional sends that lean on urgency and hype (“act now!”, “limited time!”, “free trial!”), “make money fast” schemes, crypto and forex pitches, automated marketing sends.
  • Bot-generated gibberish - Random characters and nonsense text from automated systems.
  • Malicious links - Messages whose only purpose is to push a suspicious link from an unknown domain, combined with urgency or impersonation language.

Everything else gets through. Genuine customer inquiries, even very short ones like “hi” or “hello”, short messages in any language, questions about your products, requests for quotes or appointments, complaints and feedback, B2B introductions with portfolio links, and shared files from services like Google Drive or WeTransfer are all treated as legitimate.

How It Works

When a contact who has never messaged you before sends their first message:

  1. The platform sends that one message to an AI system trained to spot spam.
  2. The AI reads the message and checks it against the known spam patterns below, deciding whether it matches one.
  3. If your business has a name and description filled in under Settings → Workspace → Business, that context is included so the AI understands what is normal for your business (this dramatically reduces false positives).
  4. The result is logged for auditing.

The filter is fail-safe. If the AI is unsure, if the request times out, or if anything else goes wrong, the message is allowed through. The system is built to never block a real customer because of a technical issue - it is far worse to lose a real lead than to let one spam message slip past.

Only first messages are scanned. Once a contact is in your system, every message they send afterwards skips the filter entirely. Conversations you are already having are never re-evaluated.

What Happens When a Message Is Flagged

When the filter classifies a first message as spam:

  • The contact is tagged with the status “spam”.
  • The contact is set to do not disturb, so the AI bot will not reply.
  • The contact’s bot is switched off for that conversation.

The spam message itself is not added to the inbox. When a first message is flagged as spam, the contact still appears in your Contacts list - tagged “spam”, set to Do Not Disturb, with its bot switched off - but the flagged message is not opened up as an inbox conversation. You’ll see the flagged contact and the block reason (stored on the contact under Do Not Disturb), rather than the original text.

If you believe a contact was flagged by mistake, you can reverse all three effects at once with the Unmark Spam bulk action described below. Because the original message body won’t be visible, ask the contact to message you again so the conversation can pick up from there.

Manually Marking or Unmarking Spam

The automatic filter only screens a contact’s very first message, so it won’t catch someone who starts sending junk further into a conversation. For that case, both Contacts and Chats have a manual Spam action you can trigger yourself - the same tagging the automatic filter applies, just started by you.

  1. Open Contacts or Chats in the left sidebar.
  2. Tick the checkbox on the contact’s row (Contacts) or on the chat’s avatar (Chats). A floating action bar appears at the bottom of the screen once at least one row is selected.
  3. Click Spam in that bar, then confirm Mark as spam in the dialog that opens.

The same action exists on the Chats list - tick a conversation’s checkbox and use Spam in its bulk bar.

Both actions are undo-able. Select the same contact or chat again and click Unmark Spam (Contacts) - it returns the contact to normal so campaigns and the bot can reach it again.

False Positives - What to Do If a Real Customer Gets Caught

The filter is tuned to be conservative, but no automatic system is perfect. If a legitimate contact ever gets flagged as spam:

  1. Open Contacts (or Chats) and find the flagged contact - it’s tagged “spam” and set to Do Not Disturb. (The original spam-flagged message won’t be visible as a conversation - you’ll see the contact and the block reason under Do Not Disturb.)
  2. Tick its checkbox and click Unmark Spam in the bulk action bar, then confirm. This clears the “spam” status, turns Do Not Disturb off, and switches the bot back on in one step.
  3. Because the first message was never saved, ask the contact to message you again - then reply manually or let the bot pick up the conversation from there.

Reduce false positives going forward: Fill in your business name and description. Click Settings (the gear icon near the bottom of the main sidebar). Then, under the Workspace group, click Business. The clearer your business context, the better the AI understands which messages are normal for you. A jeweller getting messages about loans, a clinic getting messages about prescriptions, or a marketing agency getting messages about ad budgets are all examples where good business context tells the filter “this is a real customer asking about my services”.

Why There Is No Off-Switch

The spam filter only ever acts on the first message from a brand-new contact. It does not touch ongoing conversations, follow-ups, your existing customer base, or anything you send out. Legitimate customers are barely affected - even very short greetings, foreign-language messages, typos, and casual openers are explicitly treated as legitimate.

Because the impact on real customers is so small and the upside (no phishing, no scam noise, no AI credits burned replying to junk) is so large, the filter runs platform-wide for everyone. It is part of the platform’s built-in protection layer, just like message status callbacks and rate limits.

If Your Number Sends Spam-Like Messages From Outside the Platform

The spam filter on this platform only protects you from incoming junk - but the channels themselves (WhatsApp, Instagram, Messenger, SMS) all run their own spam detection on outbound traffic. If your phone number or social account gets flagged by the channel itself (e.g. WhatsApp marks your number as a likely spam sender), the platform cannot override that.

To stay in good standing:

  • Only message contacts who opted in. Cold blasts to purchased lists are the fastest way to get flagged.
  • Personalise your outbound messages. Identical copy-paste sends to dozens of numbers in a row look like spam to every channel.
  • Space out your sends. Hundreds of messages in a few minutes from a new number will trigger rate limits (the channel automatically slowing or blocking your sends) and spam flags.
  • Keep your reply rate healthy. If contacts repeatedly ignore or report your messages, the channel will downgrade your account.
  • Use templates correctly on WhatsApp. Outside the 24-hour customer service window, only approved templates can be sent. Sending free-form text outside that window risks a block.
  • Avoid spam trigger phrases. Words like “FREE!!!”, “winner”, “claim now”, and excessive emojis in promotional sends increase the chances of being flagged.

If your number does get flagged by a channel, the recovery path is on that channel’s side (WhatsApp Business Manager, Meta Business Suite, your SMS carrier). Reach out to support if you need help working through it.

Need Help?

If you think the spam filter has caught something it should not have, or you have a contact that you cannot get unblocked using the steps above, contact support and include the contact’s name, channel, and the message that was flagged so we can take a look.

Next Steps

  • Contacts — where a flagged contact shows up, and how to clear a false positive.
  • Account Settings — where your Business name and description live.