Spam management in Commslayer

Managing spam effectively keeps your inbox clean and your team focused on real customers. Commslayer handles spam at multiple levels — automatic detection, manual marking, and automation rules for known senders.

This article is about spam that arrives in your inbox. If your own replies are landing in customers' spam folders, see Customers aren't receiving your replies.

How spam detection works#

Standard email inboxes use built-in spam scoring. Emails with a high spam score are moved to the Spam folder before they reach your inbox. This is always on.

Gmail inboxes rely on Gmail's own spam filtering. Emails that Gmail flags as spam are synced into your Spam folder in Commslayer automatically. No setup needed.

The Spam folder#

Spam is an item in the left sidebar. It's also an option in the status dropdown at the top of a conversation list, next to Open, Pending and Resolved. All spam conversations land here, whether caught automatically or marked manually by your team.

Spam conversations are hidden from your regular inbox, excluded from reports, and the AI agent won't respond to them.

Mark a conversation as spam#

Right-click any conversation and select Mark as spam. This does three things:

• Moves the conversation to the Spam folder

• Blocks the contact

• Auto-routes future messages from that contact to Spam

Blocking is contact-level — when you block a contact, all their conversations move to Spam.

Bulk mark as spam#

To clear multiple conversations at once:

1. Hover over a conversation in the list and tick the checkbox that replaces the icon on the left of the row. Tick more, or press Cmd + A (Mac) or Ctrl + A (Windows) to select every conversation loaded in the list.

2. On the toolbar at the bottom of the screen, click the three dots at the right end and choose Mark as spam.

3. Confirm. This blocks the senders, and all their other conversations move to Spam too.

Select all covers the conversations loaded so far. Scroll down to load more before selecting.

All selected conversations move to the Spam folder in one step.

Recover a false positive#

Found a real customer in the Spam folder? Right-click the conversation and select Not spam. This unblocks the contact, moves the conversation back to Open, and future messages arrive normally.

You can also unblock from the conversation itself: open it, and click Unblock under the customer account panel on the right side.

Blocklist#

View and manage all blocked contacts in Settings → Conversation Tools → Blocklist. You can see who blocked each contact (or "System" if it was auto-detected), when they were blocked, and unblock them directly from here.

Automate spam from known senders#

If you know the email address or domain sending spam, you can auto-close those emails without any manual effort.

1. Go to Settings → Automations → Add automation rule and pick the event Conversation created.

2. Add the condition Sender email. Use Equal to for one address, or Contains with the domain (for example "@example.com").

3. Set the action to Resolve conversation. There is no "close" action. Resolved is the closed state.

Any future emails from that address or domain will be handled without you having to touch them.

Content-based spam filtering (Plus and Scale plans)#

If spam can't be identified by sender address, use the Spam Auto-label tool to filter by content.

1. Go to Settings → Labels.

   

2. Enable Auto-labels

   

3. Click on Add label

   

4. Click on Apply automatically

   

5. In the Description field, describe the type of emails to label as spam (e.g., "emails offering fake giveaways" or "messages containing cryptocurrency scams").

   

6. From the Trigger actions select Resolve conversation and Disable CSAT Survey

   Disable CSAT survey only applies when this auto-label resolves the conversation. It doesn't stop the survey when the label is added by hand or when a person resolves the conversation later.

   

7. Save your settings.

Commslayer's AI will recognize similar patterns and automatically label those emails going forward.

Tip: Combine both methods — automation rules for known addresses and auto-labeling for content-based spam — for the most complete coverage.

Troubleshooting#

Not receiving emails marked as spam by Gmail?#

1. Create a new filter in Gmail

2. Enter is:spam in the Has the words field

3. A warning will appear, but you can safely ignore it and press OK

4. Check the Never send it to Spam checkbox

5. Click Create filter

It should look like something like this:

Legitimate emails flagged as spam

• Review your automation rules and check if a real sender's address or domain was accidentally included. Remove or update the rule if needed.

• In the Auto-label tool, make your prompt more specific. For example, instead of "emails about promotions," use "emails about cryptocurrency promotions from unknown senders."

Spam folder taking up space
Conversations in the Spam folder don't count toward reports or AI responses, and they don't expire automatically. There is no delete action for a conversation, so they stay in the Spam folder, out of your inbox. The one way to remove them for good is to delete the contact, which permanently deletes that contact and all their conversations. Administrators and managers can do that from the contact's page.