Controlling Spam

Controlling Spam

The SPAM Control function in Enquire MAP is highly effective for controlling individuals who can and cannot make contact with the community. Passing unqualified contacts to the sales team proves to be a huge time-waster. There are two aspects to Enquire MAP's SPAM Control: SPAM Keywords and SPAM Rules. Below is a breakdown of each.

SPAM Keywords

SPAM Keywords are words and phrases to prompt Enquire MAP to identify when someone submits a web contact form. If the keyword or phrase is found within the fields of the submitted form, the particular contact will be quarantined (see Quarantined Contacts below).

Adding a SPAM Keyword:

1. Under the Administration menu, select SPAM Control and click Add Keywords.

2. Enter a keyword or phrase to look for. For example "advertising".

3. Click Save.

Now, whenever a form is submitted that is associated with the Enquire MAP account with the keyword or phrase included, the particular contact will be quarantined. In order to remove the keyword, delete it from the list.

SPAM Rules

SPAM Rules are similar to SPAM Keywords, however, the rules monitor phone numbers, email addresses and website domains. Also with SPAM Rules, the account can control who can contact them by preventing or blacklisting contacts or allowing / whitelisting users.

Adding a SPAM Rule:

1. Click Administration then click SPAM Control.

2. Enter an Email (ie. someone@somecompany.com), Domain (ie. somedomain.com), Phone Number (ie. 555555 or Area Code . 555). When specifying phone numbers, only use any numeric characters and exclude parentheses and dashes (i.e. 5551231212).

3. Select Blacklisted or Whitelisted

   Blacklisted: If Blacklisted is selected, anyone who meets the criteria set in Step 2 will be rejected/quarantined. For example, if area code 555 is blacklisted, anyone calling from area code 555 will not connect with the business. This assumes that call tracking is being used in Enquire MAP. Another example is someone submitting a form from an email domain that is blacklisted, the form submit will then be quarantined.

   Whitelisted: If Whitelisted is selected, only those meeting the criteria in Step 2 will be allowed through while everyone else will be quarantined. For example, if area code 555 is whitelisted, only those individuals calling from area code 555 will be able to connect with the community.

4. Click Save.

Quarantined Contacts

Whenever a contact meets a SPAM criteria (with the exception of a whitelisted rule), the contact history event will be logged. All quarantined contacts can be reviewed to identify the reason for being quarantined. Also, navigating to Administration then SPAM Control under the left-hand menu, communities can view all quarantined contacts by history type, account, contact, date and reason for quarantine to help improve SPAM Control.

Dealing with Quarantined Contacts

There are five options addressing the quarantined contacts indicated by the SPAM icon showing a number inside of a red circle:

1. View Item Detail to view the information submitted by the contact

2. Blacklist Email to blacklist the associated email address

3. Blacklist Domain to blacklist the domain associated with the email address

4. Not SPAM to mark the contact as Not SPAM and the contact will be processed automatically as if it was never initially quarantined

5. Delete to delete the contact history. It is recommended to keep your SPAM list clean by reviewing it frequently and by processing each contact