What are some steps to ensure that SPAM contacts are not mislabeled and if they are, what to do?
iService includes a SPAM button for agents to flag contacts as SPAM. This button saves agents time by performing three actions at once: 1) adds the Customer Type of SPAM to their account, 2) changes the topic of the message to _SPAM, and 3) resolves the interaction.
make sure that an agent has not accidentally marked a contact as SPAM, you can follow the best practice below:
the Contact Address Report by Contact in the reports component (your
iService administrator can direct you to the URL).
2) Select the
appropriate segment and customer type is "SPAM" from the parameters.
for more info.)If a contact IS mislabeled:
- look up the contact in the Customer Info search
- go to the Contact Details and locate the "Customer Type" field
- click on the dropdown containing the customer type of SPAM and select a blank
- save changes
Any messages going forward will not get caught by the filter.