Problem

Customers receiving spam messages need a quicker way to prevent unwanted conversations from reaching their agents. Without a blocking mechanism, agents must continue seeing and handling spam manually, impacting productivity.

Requested Features

Allow agents to manually block a contact directly from the conversation view.

Suggested functionality:

Add a "Block Contact" button in the conversation actions.

Once blocked:

The contact can no longer send messages to the inbox.

The conversation is marked as Blocked.

Agents can optionally unblock the contact at any time.

Introduce a rule-based spam detection mechanism.

Suggested logic:

If a contact sends the same message 5 times within a configurable time interval (e.g. 1–5 minutes), automatically classify the conversation as Potential Spam.

Possible actions after detection:

Automatically apply a Spam label.

Move the conversation to a Spam folder or queue.

Notify the assigned agent.

Optionally block the contact automatically (configurable by the workspace admin).

Benefits

Reduces agent workload caused by spam conversations.

Improves inbox cleanliness and operational efficiency.

Helps prevent automation or bot abuse.

Provides customers with better control over unwanted contacts.