Spam filter and allowed senders
In short: The spam filter does not put new emails with a high spam score in the inbox but in the separate Spam view, where you can look at them safely and still process them as a ticket. You set the filter and the threshold once for the whole account. Replies to existing tickets and messages from allowed senders always arrive as usual.
Where to find this
Go to Account > Account settings and scroll to the Inbound spam filter block.
Who: from the Account admin role. The settings apply to all organisations in the account. You review the messages in Spam in the ticket overview; see Review spam.
The Inbound spam filter block under Account > Account settings, with the Enable spam filter switch, the SpamAssassin threshold slider with the legend from Low score to High score, and the Allowed senders list.
Switch on the filter and choose the threshold
- Switch on Enable spam filter.
- Use the SpamAssassin threshold slider to choose the score from which a message ends up in Spam.
- Save the account settings.
The explanation on the screen: New messages with a Postmark X-Spam-Score above the threshold are safely placed in Spam. Replies to existing tickets and allowed senders always stay in the normal inbox.
| Setting | Value |
|---|---|
| Threshold range | 0 to 30, in steps of 0.1 |
| Default | 10.0 |
| Filter off | The slider shows off |
Below the slider is a legend from low to high: Low score, Suspicious, Probably spam, High score. The accompanying hint: A higher threshold is more cautious and lets more e-mail through. The default of 10.0 limits the chance that a real customer message ends up in Spam. A message goes to Spam if its score is higher than the threshold. If you want stricter filtering, set the threshold lower; if you want less genuine customer mail in Spam, set it higher.
What does and does not go through the filter
The filter only looks at messages that would start a new ticket. These messages always go into the inbox as usual, whatever their score:
- Replies to existing tickets (every message that aishaa links to an existing ticket, see How aishaa links emails to the right conversation).
- Messages from addresses in the Allowed senders list.
- Messages you previously released from Spam.
The spam score is determined when email comes in through your aishaa Mail address (so also when forwarding to that address and when sending from your own domain via aishaa). Email that aishaa fetches directly from a connected Gmail or Outlook mailbox has no spam score; those mailboxes have their own spam filter, and aishaa only sees what is in the inbox there.
A message that is stopped by an incoming email rule with Block never ends up in Spam; it is not processed at all. See Incoming email rules.
Messages in Spam
Messages above the threshold appear in the Spam view of the ticket overview (Tickets, View spam button; the number is shown as a badge on the button). For each message you see the subject, the sender, the Score chip with the spam score and the date received. Click a message to open it in the safe view (Safe view · Formatting and external content are disabled.). There you can:
| Button | Meaning |
|---|---|
| Process as ticket | The message is still processed as a normal ticket, including the normal AI analysis. |
| Delete | The message goes to Recently deleted and can be restored there for 30 days. |
| Restore to Spam | Only for a deleted message: puts it back in Spam. |
Working with Spam in full (selecting, deleting in bulk, Recently deleted) is described in Review spam.
Manage allowed senders
The Allowed senders list has the explanation: Messages from these addresses always bypass the spam filter, for every organisation of the account.
Allow a sender
An address is added to the list from the Spam view: open the message, tick Always allow this sender from now on and click Process as ticket. Below the tick box it says (address) · future messages bypass the spam filter. The tick box is visible from the Organisation admin role. There is no way to type in an address manually; the list is only filled by releasing messages.
Remove a sender
- Go to Account > Account settings, Inbound spam filter block, Allowed senders list.
- Click the bin icon next to the address. You see Remove allowed sender with the text (address) will be checked by the spam filter again from now on.
- Confirm. You see The sender has been removed from the allow list.
As long as the list is empty, it shows There are no explicitly allowed senders yet.
Good to know
- The filter is account-wide. You cannot set a different threshold per organisation.
- Messages in Spam are not read by aishaa, do not start a workflow (so no acknowledgement of receipt either) and do not count towards the workload until you release them with Process as ticket.
- If messages are waiting in Spam, Tickets in the menu shows an orange number with the count.
- With a shared address behind which there are several customers (for example a contact form), one spam score can affect all form emails. Put such an address on the list of allowed senders.
- A message that has been deleted from Spam and not restored within 30 days is gone permanently.
- If you switch the filter off, the messages already in Spam stay there; new messages arrive as usual.
- The spam filter is about incoming mail. If an email from you is rejected as spam by the recipient’s mail server, you see that next to the message in the ticket (Not delivered: the mail server classified the message as spam.); that is separate from this filter.