Answered

There isn't an option on inbox rules to make sure an incoming email is "not spam"?

  • 27 September 2022
  • 5 replies
  • 113 views
J

Our website enquiry form is sent over to intercom as an email however Intercom is flagging 100% of these emails as spam. No rules seem to override this, even if we set successfully filters to tag the email, assign it to a team etc, the email still goes to spam. We NEED the ability to set a filter to NOT set it as spam as we know it's not. Standard option in a normal email client like Gmail. Lacking control of spam filtering in Intercom, no options to control. Too basic.

 

(+ The add topic option on this form to submit question does not work BTW)

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Best answer by Racheal 29 September 2022, 20:49

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5 replies

Racheal
Userlevel 4
Badge +5

Hey @jonathan​ Racheal from the support engineer team here 👋

 

If you notice some messages in the folder that are genuine and not spam, click the "Not Spam" button. This will send the message back to the Inbox and help train our algorithm for future.

​Screen Shot 2022-04-04 at 11.14.56 AMIf you are still needing some help here, please write into us in support and we can take a look!

J

I'm aware. But that doesn't solve the problem. We need "rules" to allow better control of what your system considers junk, which in our case is not junk.

Racheal
Userlevel 4
Badge +5

I understand @jonathan​ - I can definitely flag this as a feature request for the team to consider. This is a great one for the @Product Wishlist​ wish list as well! If you haven't already, please do write into us in support as we may be able to find possible work arounds for you. We will just need permission to access your account to check some logs on our end!

B

@Racheal @jonathan 
Were either of you able to find a solution/workaround to this problem? We’re having the same issue right now, and It’s essential that we receive these emails into our queue.
Thanks!

Jacob Cox
Userlevel 4
Badge +5

Hey there @Brian Mironer !

As Racheal mentioned in her response, this is a topic that is best brought to our Support team. They have tools that can help tweak how strict the Spam rules are, but they will need to work with you on an individual level to implement those. I’m going to send your message over to them and they will reach back out to you via the email address that you signed up with. Be on the look out for their response. You can also write into them directly via the Messenger or email (team@intercom.io)!

Jacob | Sr. Technical Support Engineer at Intercom

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