Spam messages in Mujib: how the detector pauses them and you review
Mujib’s spam detector watches conversations, and when one looks like spam messages rather than a real customer, it stops auto-replies in that conversation only and tags it Possible spam. The other side gets no notice. After you review it, you decide: bring the agent back, or confirm it is spam.
The pause protects your agent and your allowance from messages no real customer writes, such as a flood of messages within minutes, or another auto-reply system talking to your agent without end.
The detector is on for every business by default and needs no setup from you. If it does not suit how your business works, the Mujib team can switch it off for your business on request.
What do I see when the detector pauses a conversation?
Section titled “What do I see when the detector pauses a conversation?”You see a tag in the list, an alert, and an explanation inside the conversation itself.
- In the list: the Possible spam tag on the conversation’s row, and a Possible spam button among the status buttons with the number of conversations waiting for your review. The button shows while there is at least one.
- An alert: the owner and admins get a notification in the Mujib app, plus a WhatsApp message on the notifications number if you set one, with a link to the conversation. While conversations wait for review, a reminder comes at most once a day. See Notifications.
- Inside the conversation: a bar at the top gives the reason for the pause, with Not spam — resume the agent and Confirm spam. On a phone it shows as The spam filter paused replies here, with the explanation and both buttons behind Details. A marker line also appears among the messages where the pause began.
- Your allowance: if your subscription has a conversation limit, the bar says this conversation does not count against it.
What reasons does the detector give?
Section titled “What reasons does the detector give?”The bar names one of these reasons:
| Reason as shown | What it means |
|---|---|
| An abnormal flood of messages | The same customer sent an abnormal number of messages in a short time |
| The same message repeated many times | The same message keeps arriving again and again |
| An automated system replying to the agent | Another auto-reply system answers your agent, and the two go round in a loop |
| A long instruction text aimed at the agent | A long block of instructions written to change how the agent behaves |
| Attempts to change the agent's instructions | Repeated attempts to change the agent’s instructions |
How do I bring the agent back if it isn’t spam?
Section titled “How do I bring the agent back if it isn’t spam?”Press Not spam — resume the agent in the conversation’s bar.
- Press Possible spam above the list to see the paused conversations.
- Open the conversation and read the reason. On a phone, press Details first.
- Press Not spam — resume the agent.
Then:
- The agent comes back in every conversation of this customer that you can see, starting from their next message, not the backlog.
- A Agent resumed here (not spam) line appears in the conversation.
- The detector will not pause this customer again for 7 days.
- If your subscription has a conversation limit, this customer’s conversations count against it again.
Turning on the Agent replies here switch in a paused conversation means the same thing, as the line under it in Conversation actions says: Turning it on here marks it "not spam".
What happens when I confirm it is spam?
Section titled “What happens when I confirm it is spam?”You press Confirm spam: the agent stays off for this customer, and the customer is marked as spam across your business.
- The pause stays and never ends by itself, and the conversation says: Confirmed spam: the agent stays off for this contact, and it's excluded from broadcasts.
- The customer is left out of broadcast campaigns, and their lead score is capped.
- New conversations from this customer also start paused.
- Confirming needs Manage leads on top of Reply to customers, so the button does not show for accounts without it.
If you got it wrong, you can still undo it later with Not spam — resume the agent, and the agent comes back. For an account with Manage leads, that also removes the spam mark from the customer.
Does the agent come back by itself if I do nothing?
Section titled “Does the agent come back by itself if I do nothing?”Yes, as long as you have not confirmed it. If the customer sends nothing for 48 hours, the agent starts replying again, and a line in the conversation says so.
- If the customer comes back with the same behaviour, the detector pauses them again.
- Confirmed spam never ends by itself.
- Replying to the conversation yourself does not clear the flag; the agent stays off.
- Closing the conversation takes it out of the Possible spam count, but does not bring the agent back.
What notes does the detector leave without pausing?
Section titled “What notes does the detector leave without pausing?”Sometimes the detector only leaves a note at the top of the conversation and the agent keeps replying:
- Attempt to change the agent's instructions: a message trying to change the agent’s instructions. The agent is set up to refuse it and carry on, and the conversation is not paused.
- An agent in no-handoff mode: in its conversations the detector may only leave a note with the reason, and the agent keeps replying. Review the conversation, and switch the agent off there yourself if needed.
Frequently asked questions
Does the customer know the detector stopped replying to them?
No. The other side gets no notice of the pause; auto-replies simply stop in their conversation.
Does the agent answer the messages that arrived during the pause?
No. When you clear the flag, the agent starts from the customer's next message and does not answer the backlog.
Does the agent stop in all my conversations?
No. The pause covers the suspected customer only; the agent keeps answering everyone else as usual.
Who can confirm a conversation is spam?
Accounts with “Manage leads”, because confirming changes the customer's record across the business. Anyone with “Reply to customers” can clear a flag.
Do suspected spam conversations count against my subscription?
If your subscription has a conversation limit, they do not count while the flag stands, and the notice in the conversation says so. If you clear the flag, they count again.