Manage Spam and Unwanted Email

Help Scout has its own built-in spam filter to save you the headache of having to sift through spammy emails and auto replies in your mailbox. This article talks about how the Help Scout spam filter works. 

In this article

How the spam filter works

The Help Scout spam filter learns over time based on your actions. When you mark a conversation's status as Spam, we'll send all future conversations from that particular sender to the spam folder automatically. On the flip side, when you move a conversation out of the spam folder, future conversations from that sender will no longer be marked as spam. 

  • To mark a conversation as spam, simply open the conversation and change the status to Spam
  • To remove a conversation from the spam folder, open the conversation and select the Not Spam option from the status menu. 

Note: If you mark auto-replies as Spam, our filter will learn to mark conversations from that customer's email address as Spam. For this reason, it's best to delete customer's auto-replies instead.

Whitelist or blacklist specific senders

The whitelist and blacklist options allow you to accept or reject email from specific senders. Administrators can access your spam settings from Manage CompanyContent Filtering. Two fields can be edited:

Whitelist — Messages from addresses or domains in the whitelist will always be accepted. If you’re noticing legitimate emails caught in the Spam folder, add the email address, domain or IP address to the whitelist.

Blacklist — Messages from addresses or domains in the blacklist will never be delivered to your main mailbox folders. They’ll be suspended and added to the Spam folder automatically. If you repeatedly notice spam in your mailbox from the same sender, add the email address to the blacklist.

Adding entries 

Whitelist and blacklist fields will accept three different values:

  1. A full email address (
  2. A domain only (
  3. An IP address (

For example, we want to make sure all of Mark’s emails make it through, so we’ll add to the whitelist. We also want to make sure messages from folks at Mark’s company come across, so we’ll just add to the whitelist. 

Let’s say you signed up for an internet magazine a few years ago. Despite unsubscribing from renewal emails, they’re just relentless thugs who continue to beg for your money. Just add the address to the blacklist, and you won’t see those messages pop-up in your inbox again.

Note: We wait 30 days before automatically removing spam from your Spam folder, but we recommend clearing it out manually to double check that nothing legitimate sneaks in!

Auto reply filter

To keep your mailbox nice and tidy, our auto reply filter was designed to discard automatically generated messages such as out of office messages at the server level. While this filter is enabled by default, you can disable it at any time from your Company Settings. Head over to Manage Company → Content Filtering, then toggle Auto Reply Filter to disable the filter.

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