Manage spam detection for Gorgias VoiceUpdated an hour ago

Spam and robocalls are a common disruption faced by teams with a customer service phone line. To help reduce time spent answering spam calls and direct more attention to your customers, you can enable spam detection on your Gorgias Voice integrations. When spam detection is enabled, potential spam calls are labelled as “Maybe Spam,” making them easier for agents to identify before picking up.

Requirements

• Available on all Helpdesk plans with the Voice Add-on
• Only Admins can manage Voice integrations

What to expect

Gorgias Voice is built on Twilio. When you enable spam detection for a Gorgias Voice Integration, incoming calls to that integration are programmatically rated using Twilio’s STIR/SHAKEN framework to identify potential spam calls. When an unknown number calls your helpdesk and is rated as spam, we’ll automatically add a call-spam tag to the ticket, and display a “Maybe Spam” label while the call rings, allowing agents to decide whether or not to answer the call.

You can review which calls were marked as spam in your call logs, and use the call-spam tag to create views, rules, and analytics filters to help you manage your spam call volume.

Enable or disable spam detection

Spam detection can only be enabled on Gorgias Voice integrations using a US-based phone number, and only incoming calls that originate from a US number can be rated and identified as spam. To enable spam detection for your Voice integration, follow the steps below.

1. From your helpdesk, click the  Settings icon in the bottom-left corner.
2. In the menu, locate Channels, then select Voice.
3. From the Integrations tab, select an integration from the list.
4. From the General tab, scroll to Spam prevention.
5. Click the toggle under Spam prevention to enable or disable spam detection.
6. Click Save Changes.
   
   

Review spam call volume

Calls that were detected as spam will be logged in your call list alongside other calls made in your helpdesk. The “Maybe spam” label will appear next to the call in the list, and you can add a filter to the dashboard for the call-spam tag to display only your spam calls.

1. From your helpdesk, click the Analytics icon in the main menu.
2. In the menu, locate Voice, then select Overview.
3. Scroll to Activity to see a list of calls.
4. To filter the data for spam calls, click Add filter at the top of the dashboard, then select Tag and search for and select call-spam.
   
   

Re-route repeat spam callers

If you receive repeated, unwanted calls from a spam number, you can create a step in your call flow to automatically route these callers away from your regular queues. To do this, create a customer field to apply to customers you identify as spam, then add a customer lookup step to your call flow to check the customer’s profile for the spam field.

Step 1: Create and apply customer fields

When you use a customer field to keep track of spam callers, you can use a customer lookup step in your call flow to automatically check for the spam value in a customer’s profile, and route the call accordingly.

1. Create a customer field to apply to spam callers. If you’re already using the default Customer Type field, you might add Spam as a dropdown value.
2. Search your helpdesk for a phone number that was rated as spam, then open the ticket that appears in the search results.
3. In the customer profile on the left, click +Add to apply the customer field.

Step 2: Add a step to your call flow

Once you’ve created the value, you’ll add a customer lookup step to your call flow to direct spam calls away from your regular queues. The customer lookup step will check every caller’s profile for the spam value. When the value is detected, the call is routed to the branch of your call flow designed for spam calls. You might choose to route these calls to a Play message step, so spam callers can hear a message recording explaining why they’ve been detected as spam, and what to do if they’ve been sent there by mistake. Calls that aren’t answered and that don’t go to voicemail aren’t counted towards your billable Voice tickets.

1. From your helpdesk, click the  Settings icon in the bottom-left corner.
2. In the menu, locate Channels, then select Voice.
3. Select an integration from the list, then select the Call Flow tab.
4. Click the  Add step icon on a branch of your call flow, then select Customer lookup.
5. Click the dropdown menu, then select the field that contains your spam value.
6. Click +Add option, then select your spam value. This will create a spam branch, and an Other branch on your call flow.
7. On the spam branch, Click the  Add step icon then select Play message.
8. Click the dropdown menu and select either Text-to-speech or Custom recording, then type a message or upload a recording.
9. On the Other branch, add steps to the call flow that you’d like non-spam callers to follow.