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Article Selected >> Ensuring that SPAM contacts are not mislabeled and steps to correct
Question:
What are some steps to ensure that SPAM contacts are not mislabeled and if they are, what to do?
Answer:
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.

To make sure that an agent has not accidentally marked a contact as SPAM, you can follow the best practice below:

1) Run 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.  (See http://www.iservice.info/guides/reports/index.html?address_report_-__by_contact_t.htm 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.

Article DetailsSubscribe and Rate this article
Article ID:203352
Date Updated:3/19/2013 3:22:32 PM
# Views:2022
Article Creator:Joe Nuval
Article Topic:Technical Support
Attachments:-- None --
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JQuery Mobile and iService Forms 1/13/2013 1:24:26 PM None 3035 Customizing iService
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Lost password, administrator forwarding link 12/4/2012 8:48:19 AM 5.0 2077 Technical Support
iService Business Intelligence and Reports Documentation 8/1/2012 10:52:21 AM 4.0 2914 Reports
List of bookmarks/favorites to common tasks 4/7/2012 10:24:15 AM 4.0 2140 Technical Support
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