Enable the Spam inbox if you want suspicious emails to be isolated for review instead of mixing with your main queue.

Crisp already blocks the most severe email abuse automatically, but some suspicious emails can still be delivered into a reviewable Spam inbox. This gives your team a safer way to inspect questionable messages without letting them clutter the main Inbox.

What goes to the Spam inbox

The Spam inbox is meant for emails that look suspicious but are still worth reviewing manually.

Typical cases include:

• Spam with a moderate or high risk level
• Emails that fail DMARC checks

Emails sent from servers without basic authentication records such as SPF or DKIM can be rejected entirely and may never appear in the Spam inbox.

If accepted, the email will be moved to your main inbox

Please note that Crisp does not provide an allowlist or safelist that guarantees a sender will never be marked as spam. If legitimate emails are occasionally detected as spam, you can review them from the Spam inbox and accept them manually.

Go to Settings → Email Settings → Email Behaviour and enable Send emails that might be junk to the Spam inbox.

Once enabled, suspicious emails appear in a dedicated Spam inbox inside the Crisp Inbox.

Review or restore suspicious emails

From the Spam inbox, your team can inspect each conversation and decide what should happen next.

From there, you can:

• Accept the message → it is moved back to the main inbox
• Reject the message → it stays treated as spam

This gives you a clean safety layer without losing visibility on borderline cases.

Block spam automatically with Triage

If you want to go beyond Crisp's built-in detection, combine the Spam inbox with Automatic Triage.

From Settings → Inbox Settings → Automatic Triage, you can create Block Rules that catch specific senders, domains, keywords, or patterns.

Read the dedicated guide: How to categorize and route with the Automatic Triage feature

Block a specific sender

To stop receiving messages from a particular email address, you can block the sender directly from any conversation with them. Blocking a user in Crisp will prevent both their email address and their IP address from reaching your inbox going forward.

If you need to block multiple conversations from the same sender at once, you can use batch selection:

• Click on a conversation's avatar to select it
• Use Shift+click for range selection, or CMD+A / CTRL+A (up to 100 conversations) to select all
• Then choose Block users from the available batch actions

Note that bulk batch actions are only effective on conversations already in your inbox. For blocking senders automatically going forward, use the Automatic Triage rules described above.

Filter emails by keyword using Triage

If you want to automatically catch emails containing specific words (e.g. "Unsubscribe" in marketing emails), use the Automatic Triage feature in Settings → Inbox Settings → Automatic Triage.

To set up a keyword-based spam rule, make sure:

1. Match logic is set to "Any" if you are using one keyword or listing multiple keywords as separate conditions
2. Filter type is set to "Message text pattern" — this matches content in the email body
3. Channel is set to Email or globally (not restricted to Chat only)
4. Action is set to "Mark as spam" or "Drop permanently" if you want those messages removed entirely
5. Rule order — rules are evaluated top to bottom; move your keyword rule higher in the list if other rules trigger first

Updated on: 05/07/2026