Filter Spam and Low-Priority Messages

Identify and manage unwanted or less urgent messages in your support inbox with Aide AI

Support inboxes often receive a mix of genuine customer inquiries, spam, and low-priority messages. This variety of incoming communications can make it challenging for support teams to focus on urgent customer needs and maintain efficient response times. Without proper filtering, valuable time may be spent manually categorizing these messages, potentially leading to decreased productivity and missed critical customer issues.

Aide’s Topic detection and Workflow capabilities offer a solution to this challenge by identifying spam and low-priority messages, allowing your team to focus on addressing genuine customer concerns promptly and effectively.

What you’ll accomplish

By following these steps, you’ll configure Aide to detect spam and low-priority messages, apply appropriate tags, and close or archive these conversations as needed. Once set up, your support inbox will be more manageable, enabling your team to prioritize important customer inquiries efficiently. As you become more familiar with Aide, you can refine your Topics and Workflows to handle specific types of low-priority messages, further streamlining your support operations.

Pre-requisites

• Helpdesk integration (Zendesk, Front)

Task outline and guidelines

For this use case, you will:

• Create a Spam Topic and additional low-priority Topics (e.g., Newsletter, Solicitation)
• Set up Workflows for each Topic to apply tags and close or archive conversations
• Create Macros for handling spam and low-priority messages

Setting it up in the app

Tip: You can import the Spam and Low-Priority Filter Workflow template to get started quickly. This comes packaged with the necessary Topics, Workflows, and Macros.

Otherwise, follow the steps below.

Create Topics

1. Go to the Topics page and click +create topic
2. Create the following Topics:
   • Name: Spam, Description: “Unsolicited or malicious messages”
   • Name: Newsletter, Description: “Non-personal email updates or subscriptions”
   • Name: Solicitation, Description: “Unsolicited business or partnership requests”
3. Optionally add example conversations for each Topic to improve accuracy

Create Macros

1. Go to the Macros page and click +create macro
2. Create the following Macros:
   • Name: Close Spam, Actions: Add tag “spam”, Close conversation
   • Name: Archive Low Priority, Actions: Add tag “low_priority”, Archive conversation

Create Workflows

1. Go to the Workflows page and click +create workflow
2. Create the following Workflows:
   • Name: Handle Spam
     • Condition: Topic is Spam
     • Action: Apply Close Spam Macro
   • Name: Handle Newsletter
     • Condition: Topic is Newsletter
     • Action: Apply Archive Low Priority Macro
   • Name: Handle Solicitation
     • Condition: Topic is Solicitation
     • Action: Apply Archive Low Priority Macro
3. Enable and save each Workflow

Test it

1. Send test emails to your support inbox that mimic spam, newsletter, and solicitation messages
2. Verify that the appropriate Topics are detected for each message
3. Check that the correct Workflows are triggered, applying the right Macros and actions (closing or archiving)

Next steps

• Regularly review Topic accuracy and provide feedback to improve detection
• Monitor the effectiveness of your filtering approach and adjust as needed
• Consider adding more specific low-priority Topics if you notice patterns in your inbox
• Explore creating custom views or reports in your helpdesk to track filtered messages
• Ensure your team understands how to handle any misclassified messages that may occur