Handling spam

Not everything that reaches a support address is a real customer. AcornReply screens inbound messages for spam so junk doesn't clutter your working queue — and gives you a one-tap way to fix anything it gets wrong.

Spam is kept out of your way

Incoming messages are checked for spam as they arrive. Anything flagged is filed under the Spam tab instead of your Open queue, so it's out of sight but not deleted. Spam conversations don't pull your team into the normal flow — they're set aside, not worked.

Recovering a real message

If something legitimate lands in Spam by mistake, it's easy to rescue:

1. Open the conversation from the Spam tab.
2. Use Not spam in the conversation header.

It moves back into your normal queue and behaves like any other conversation from then on.

Marking something as spam

If junk slips into your Open queue, you can send it the other way — mark the conversation as spam from its header, and it moves to the Spam tab and out of your working list.

Why this matters for your numbers

Spam is excluded from your analytics, so it never distorts your AI-handled rate or outcome mix — those reflect real customer conversations only. Keeping spam correctly filed keeps your metrics honest.

Because spam is meant to stay out of your workflow, spam rows don't have the snooze/resolve swipe actions that normal conversations do — use Not spam if one needs to come back.