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To help with spam management, I’ve created a set of workflows designed to make the process easier.

 

Workflow: Mark as Spam
 

Automate Spam Tagging and Organization

This workflow triggers whenever you want to mark a conversation or contact as spam. It automatically applies a spam tag to both the conversation and the contact, then moves the conversation to a dedicated Spam inbox for better organization. You can also customize additional steps, such as closing the conversation immediately.

Learn how to create a workflow here. 
 

Setting Up the Spam Inbox

Creating the inbox for spam is straightforward:

  1. Navigate to the Team Inboxes section in settings.
  2. Create a new inbox and assign relevant agents to it.

Detailed guide to team inboxes.

 

Automatically Marking as Spam

When incoming messages are received, I check if the person in the conversation is tagged with the spam label. If so, the “Mark as Spam” workflow is triggered.

With this, you can, of course, add more detection rules, as we have done.


 

Optional: Deleting Conversations

For advanced management, you can set up a custom action to delete conversations using the Intercom API.
 

Setting Up API Access

  1. Obtain an access token. Follow these instructions.
  2. Add the token to Integrations > Authentication in your workspace settings.
     

Creating a Custom Action: Delete Conversations

  1. Go to Integrations > Actions and create a new action.
  2. Set usage to Workflows and Help Desk, name it “Delete Conversation,” and leave the description blank.
  3. Use the DELETE method and enter the following URL: https://api.intercom.io/conversations/
  4. Use the attributes button ({..}) to include the Conversation ID attribute.
  5. For HTTP Headers:
    • Add the API token created earlier.
    • Set Intercom-Version to Unstable (this is important!).
  6. Save and activate the action.

You can now trigger this custom action via:

  • The Action menu (Ctrl or Cmd + K).
  • The bulk editing tool in the inbox.
  • Workflows.


Expanding on Conversation Deletion

To get more control over deletions, I’ve set up a reusable workflow dedicated to deleting conversations. This workflow can be triggered within other workflows or directly in the inbox.

Temporary solution in the hope that this feature will be added to Intercom: 

 

​@Bjorn Lammers Thanks for sharing your workflows here, I’m currently working with some teams to deal with some frustrating spam in their inboxes as well, especially with Fin AI involved -- no fun watching Fin try to resolve spam although maybe that’s the solution, Intercom should deploy Fin to keep all the spammers busy 😂

Upvoted your feature request -- I’ve also been trying to encourage a better spam system from my conversations with the team when, so let’s all vote this up and keep the conversation going!

I feel like Fin should be deployed at least as a detection system to understand if the content is spam, or seems likely that it’s a customer of your service or not and workflows should have better functions to block a user.  With all the teams using Intercom out there, there should be some way for spam to be reduced across the network with a joint effort!  

I feel like Fin should be deployed at least as a detection system to understand if the content is spam, or seems likely that it’s a customer of your service or not and workflows should have better functions to block a user.  With all the teams using Intercom out there, there should be some way for spam to be reduced across the network with a joint effort!  

I hadn’t thought of that yet, but it sounds like a fantastic idea. Hopefully, it can be implemented soon!

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