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. 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 because of this early filtering.
But sometimes, an email passes those filters and lands in your Gladly. That’s where our additional layer of spam detection comes in.
What Gladly does
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 net.
If we detect 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.
What About Sidekick?
Sidekick, our AI feature, 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. The, comes Gladly Rules.
If you are using Sidekick: "Gladly marked this message as spam" tells Sidekick to not engage with the message and instead hand off to an Agent.
Not using Sidekick: "Gladly marked this message as spam" is simply a visual indicator. It doesn’t affect any routing logic or Rules.
Gladly Rules and spam
Once a message reaches an Inbox you still have tools at your disposal. Rules can be set up within Gladly 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’s filters, followed by Sidekick’s assessments (if you’re using Sidekick), 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.