Email Message Marked As Spam

Messages marked with “Gladly marked this message as spam” means Gladly’s automated spam detection tools determined the message to be “spam likely.”

Spam management overview

Most spam filtering starts from your organization, not in Gladly Team. If you're using popular email providers like Gmail, Outlook, or enterprise-level services, those platforms apply their own spam filters first. They scan incoming emails for red flags: suspicious links, spoofed addresses, strange formatting, and more. Many potential spam messages don’t even make it to Gladly Team because of this early filtering by your Email Service Provided (ESP). But sometimes, an email passes those filters and lands in Gladly Team That’s where our additional layer of spam detection comes in.

Spam detection mechanism in Gladly Team

When an email arrives in Gladly, we analyze it using built-in spam detection tools. These are designed to identify potentially unwanted or harmful messages that might have slipped through your email provider’s spam detection tools.

If Gladly Team detects something suspicious, you'll see a message: "Gladly marked this message as spam."

This doesn't mean the sender is always malicious. It could just be that the email triggered certain spam indicators,  like unusual formatting, specific phrases, or questionable links.

How to stop Gladly AI from responding to spam/junk emails

Gladly AI adds another layer of support. It can be taught to recognize spam patterns based on behavior and content. If it believes a message is likely spam, it can choose to handoff to an Agent instead of interacting with the “spam likely” message, then, comes Gladly Team Rules.

• If you are using Gladly AI: "Gladly marked this message as spam" tells Gladly AI to not engage with the message and instead hand off to an Agent.

• Not using Gladly AI: "Gladly marked this message as spam" is simply a visual indicator. It doesn’t affect any routing logic or Rules.

Gladly Team Rules and spam

Once a message reaches an Inbox you still have tools at your disposal. Rules can be set up within Gladly Team to help automatically detect and filter out spam based on things like keywords or sender domains.

When a Rule is triggered, you can automatically close the Conversation or flag it for further review—whatever works best for your team’s workflow.

Spam is handled in layers, starting with your email provider, then through Gladly AI filter/assessments, and finally, your own team’s Rules. Each step plays a role in making sure your Agents spend less time sorting through junk and more time helping real Customers.

Deactivate spam detector

If activated, Gladly identifies potential spam emails that come in, allowing them to be automatically closed by Rules configured to automatically close spam emails and bypassed by Gladly AI. Deactivating the detector prevents Gladly AI from classifying incoming emails as spam. If you notice that the integrated spam detection feature is overly filtering emails that shouldn't be classified as spam, you can opt to deaectivate it, which will allow Gladly AI to interact with those emails.

1. Click on the top left corner of the screen.

2. Click Settings.

3. Under the Channels category, click Email.

4. Select the Spam Management tab.

5. Click Spam Management toggle to activate/deactivate the detetor.

6. Click Save.