What is a Spam Queue?
A Spam Queue is a list of incoming requests identified as spam or irrelevant and suspended or stored in a separate “spam section” instead of being added to the main queue as new tickets that must be addressed by the customer support team promptly.
However, constantly reviewing irrelevant messages is critical to ensure no customer issues are filtered as spam and require quick resolutions.
There are several reasons why a request may be qualified to be added to the Spam Queue, such as, for instance:
- unsolicited or automated messages,
- duplicate requests,
- suspended senders,
- out of scope request,
- abusive or inappropriate messages.
A Spam Queue capability allows companies to streamline their customer service processes, focusing on the most critical issues first, improving response times, and reducing the agents’ workload.