Everyone in your workspace can report spam and abuse. Owners, admins and people you choose review the reports and block numbers in the Abuse & Blocking console: Contact center → Abuse in the sidebar.
Report a text
Any member can report a text they've received, in Messages:
- select the flag icon, Report spam/abuse, in the conversation header, or
- select · Report under a received message.
In Report spam / abuse:
- Choose a Category: Uncategorized, Spam, Scam / fraud, Phishing, Harassment or Other.
- Optionally explain Why?, up to 1,000 characters.
- Block this sender for me is ticked by default.
- If you can block for everyone, you'll also see Block for the whole workspace (calls & texts).
- Submit. Your admins are alerted.
Personal and workspace blocks
| Personal block ("for me") | Workspace block ("for everyone") | |
|---|---|---|
| Who can create it | Anyone | People with block access, owners and admins |
| Texts from the number | Hidden from your own conversation list | Dropped for everyone |
| Calls from the number | Not affected | Rejected. The caller hears busy. |
| Faxes from the number | Not affected (fax blocks are separate) | Dropped |
A personal block tidies your own view. A workspace block stops the number reaching your business at all. You can also block a fax sender from the Fax page.
Who can use the console
Owners and admins can do everything. They give other people access by adding them to a security group in the console's Security groups tab, starting from a preset:
| Preset | Can |
|---|---|
| Reviewer | Review reports: dismiss or act on them |
| Moderator | Everything a reviewer can, plus manage the blocklist: block and unblock numbers |
| Abuse admin | Everything a moderator can, plus the console's settings and number reputation |
Only owners and admins can change security groups.
Without access, the console says "You don't have access to the Abuse & Blocking console. Ask an admin to add you to a security group."
Review reports
The Reports tab lists reported numbers, with how many different people reported each one. Filter by Open, Blocked, Dismissed or All.
- Block blocks the number for the whole workspace and closes the report.
- Dismiss closes the report without blocking, for example when a genuine customer was reported by mistake.
Manage blocked numbers
The Blocklist tab lists blocked numbers, each with its scope: Everyone or Personal.
- To block a number before anyone reports it, use Block a number (tenant-wide). Enter the number and block it.
- Select Unblock to remove a block.
Settings
The Settings tab controls how your workspace responds to reports.
| Setting | Options |
|---|---|
| Auto-block | Off (default), On first report, or On threshold: block automatically once a number is reported by a set number of different people, from 2 to 100 (3 by default) |
| Notifications | Off, Immediate (default), Daily, Weekly or Monthly summaries |
| Extra notification emails | Up to 20 more addresses, in addition to your owners and admins |
| Number reputation | Turn reputation checks for your own numbers on or off. On by default. |
Choosing auto-block
On threshold with 2 or 3 reporters stops real spam quickly, while one mistaken report can't block a genuine customer. On first report suits workspaces where everyone who can report is trusted to judge carefully.
Number reputation
Carriers can label business numbers as likely spam, which makes people less likely to answer your calls. The Number reputation tab shows "Spam reputation of your own outbound numbers" for each of your numbers:
| Rating | Meaning |
|---|---|
| None | Not flagged |
| Spam likely | Some carriers may warn people who receive your calls |
| Spam | Flagged as spam |
| Highly spam | Strongly flagged. Calls are likely to be ignored or blocked. |
Ratings are refreshed weekly, and people with manage access can select Refresh. Reputation checks are available once intSignal has turned them on for your workspace. If the tab says reputation isn't configured, contact intSignal.
If a number is flagged: check who has been calling from it and how. High volumes of short calls to people who don't know you are the usual cause. Then contact intSignal for help.