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Junk Filters & Blocked Phrases Management

Summary​

Public WhatsApp numbers frequently receive promotional spam, automated robocalls, unsolicited vendor pitches, and abusive messages. Leaving these unchecked clutters agent queues, inflates unread badge counts, and wastes valuable support capacity.

Wabixo's Junk Filter & Blocked Phrases Engine (/dashboard/settings/junk_filter) automates spam triage by detecting unwanted words, blacklisted phrases, and automated pitch messages, automatically routing them to a dedicated Junk Open queue without alerting active support staff.

Accessing the Junk Filter Settings​

  1. Log in to your Wabixo dashboard with administrator rights.
  2. In the top navigation bar, click Settings (/dashboard/settings).
  3. Select Junk Filter from the left-hand navigation menu.

1. Adding Blocked Phrases​

Administrators can build a localized blacklist of prohibited keywords, spam phrases, and unsolicited sales pitches:

How to Add a Phrase​

  1. Navigate to Settings › Junk Filter.
  2. In the Add New Blocked Phrase input card, type the keyword or full phrase to filter (for example: loan offer, crypto investment, cheap leads, work from home, or abusive language).
  3. Select the matching sensitivity:
    • Contains (Fuzzy Phrase Match): Flags incoming messages if the phrase appears anywhere within the customer's text.
    • Exact Match: Flags the message only if the customer sends that exact string exclusively.
  4. Click + Add Phrase.

The newly added term immediately appears in the active blocked phrases list, tagged with creation date and author metadata.

2. Automated Actions When Spam is Detected​

Whenever an inbound message matches an entry in your blocked phrases list, Wabixo executes an automated protective sequence:

Incoming Customer Message
           │
           ▼
    Matches Blocked Phrase?
    ├── NO  ──► Normal Inbox Processing & Agent Routing
    └── YES ──► 1. Conversation Status Changed to "Junk Open"
                2. Desktop & Push Sound Notifications Muted
                3. Automated Bot & Welcome Greetings Suppressed
                4. Message Flagged with "Junk Spam" Audit Tag

Key Operational Protections:​

  • Notification Silence: Agents receive no intrusive browser chimes, desktop popups, or mobile push alerts for spam messages.
  • Bot Safeguard: Automated bot builders and AI agents are immediately paused for that conversation, preventing resource consumption from answering spam bots.
  • Queue Segregation: The thread is automatically segregated into the Junk Open tab in the Team Inbox, keeping the primary Open and Pending queues focused exclusively on genuine customers.

3. Managing the Junk Queue & False Positives​

Legitimate customers occasionally use words that inadvertently trigger spam filters. Wabixo provides human review controls to recover false positives effortlessly:

Reviewing Flagged Chats​

  1. Open the Team Inbox (/dashboard/teamInbox).
  2. In the queue filter selector, switch from Open to Junk Open.
  3. Inspect incoming flagged conversations at your convenience.

Recovering a Legitimate Conversation​

If a genuine customer was inadvertently routed to Junk:

  1. Open the customer's chat thread.
  2. In the status action bar, click Reopen as Open (or reassign directly to an agent).
  3. The conversation moves immediately into the primary active queue, restoring standard notifications and SLA timers.

Removing or Editing Blocked Phrases​

  1. In Settings › Junk Filter, locate the phrase in the active blacklist table.
  2. Click the Trash icon next to the phrase.
  3. Confirm deletion to instantly allow future messages containing that phrase through standard routing.