Email channel guide
Mark as spam
If you get emails you don't want in your inbox (pushy advertising, scams, newsletters you never signed up for), open the conversation, click the three dots (⋯) at the top right and choose "Mark as spam".
- Only this sender or the whole domain: for example
offers@shop.comor@shop.com, which covers any address of that domain. - Their conversations leave the inbox and move to the 🚫 Spam tab, next to All, AI, Mine and Closed.
- New emails from that sender go straight to Spam. They are not deleted, in case you made a mistake.
- The contact moves to Contacts → "Spam (email)" view: it disappears from the normal contact list and leaves the sales pipeline.
- Optional: the "Also move to the mailbox spam folder" box also moves them to the Spam/Junk folder of your webmail. It is unticked by default: if you don't tick it, they stay in your webmail Inbox.
- "Not spam" (in the same menu) undoes it: the conversation returns to the inbox, the contact returns to Contacts and the sender leaves the list. The sender also becomes "Trusted": their emails will no longer go to Spam because of your mail server's filter, nor for phishing or suspicious as long as the email passes sender verification (SPF/DKIM/DMARC); if it doesn't, it could be impersonation and is still set aside.
- Several at once: in the Spam tab, select the conversations (or "Select all") and click the green "Not spam" button next to "Delete". They all go back to the inbox and their senders become "Trusted".
- Optional: when you click "Not spam", the "Also move the emails back to the mailbox inbox" box takes those emails out of your webmail spam folder and back to the Inbox. It is unticked by default.
- The full lists can be reviewed and edited in the channel → Connection → "Marked as spam" and "Trusted".
Your mail server's spam folder. MuseRelay watches your mailbox Inbox. What your server sends straight to its spam folder doesn't reach the panel, except emails from your trusted senders, which MuseRelay recovers (see below). Some servers (such as MuseDock's) don't move anything: they only flag the email with X-Spam and leave it in the Inbox, so it arrives and MuseRelay sends it to its Spam tab.
Your mail server learns too. Most servers (Gmail, Outlook, Rspamd, SpamAssassin…) learn from what you move into their spam folder and what you take out of it. That's why the mailbox boxes really move the emails between the Inbox and the spam folder (Spam, Junk, Bulk…). MuseRelay finds it by the standard IMAP flag or by its name, so it works with any provider; if your mailbox has no spam folder, it creates one when marking as spam.
Sync with your webmail. What you do in your webmail or email program (Roundcube, Gmail, Outlook…) counts too. If you move an email to the spam folder, its conversation goes to Spam in MuseRelay and the sender is blocked, just like "Mark as spam". If you move it out of the spam folder to the inbox, MuseRelay does a "Not spam": the conversation goes back to the inbox and the sender becomes "Trusted". It is reflected within a few minutes and works with any IMAP server. If you move an email from a trusted sender to spam yourself, that is respected: it stops being trusted and is not recovered. Only changes count: if you decide something in MuseRelay without moving the email in the mailbox, it isn't undone by itself. It is on by default. It can be turned off in the channel → Connection → "Sync spam with your webmail" if you'd rather what you do in webmail didn't change anything in MuseRelay.
I marked an email as spam with the mailbox box, it disappeared from the Inbox, but I can't see any spam folder in my webmail. Where is it?
If your mailbox had no spam folder, MuseRelay creates one (called "Junk") and moves the email there. Some webmails, such as Roundcube, only load the folder list when you log in, so the new folder doesn't show until you reload the page or log out and back in. Then you'll see it, usually named "Spam" or "Junk". The same can happen with the "Sent" or trash folder if MuseRelay creates them. In Gmail, Outlook and most email programs it shows up by itself.
I moved some emails from the spam folder to the Inbox in my webmail, but in MuseRelay they are still in the Spam tab. Why?
MuseRelay already had those emails (they are the conversations in its Spam tab). When they return to the Inbox, MuseRelay recognises them as already known and doesn't duplicate them. Whether they also leave Spam in the panel depends on the "Sync spam with your webmail" option (channel → Connection):
- On (default): within a few minutes they go back to the inbox and their sender becomes "Trusted".
- Off: what you do in webmail doesn't change anything in MuseRelay and they stay in Spam.
If the option was off when you moved them, turning it on later doesn't recover them. Move them back from the panel: Spam tab → select them → "Not spam" button, with the mailbox box unticked (they are already in your Inbox).
Recovering your trusted senders from the server spam folder. Mail servers often put good emails from customers and suppliers in their spam folder. Every 5 minutes MuseRelay checks that folder and, if it finds emails from the last 7 days from a "Trusted" sender, moves them back to the Inbox and they enter the panel like any other. It never recovers emails older than the mailbox connection, and the rest of the server spam is left alone. It works with any IMAP server (Gmail, Outlook, Rspamd…). It is on by default; it can be turned off in the channel → Connection → "Recover their emails from the mail server spam folder". If you ever want a trusted sender to go to spam again, mark it as spam in MuseRelay: it stops being trusted.
If I mark an email or a contact as "Not spam", will the next ones arrive fine?
Yes. The sender becomes "Trusted": MuseRelay no longer sends it to Spam and, if your server puts their emails in its spam folder, MuseRelay recovers them and moves them back to the Inbox.
Then what is moving back from the server spam to the Inbox for, when clicking "Not spam"?
It's for emails that already went through MuseRelay. For example: the email arrives in the Inbox and the panel; you mark it as spam with the mailbox box and it moves to the server spam folder; you change your mind and click "Not spam" with the box, and it goes back to the Inbox. That way your server's filter learns the sender is good.
From Contacts. You can select several contacts (or all on the page) and move them to "Contacts", "Automated" or "Spam", or delete them: those you never had any relationship with (no conversations, appointments, tickets or consents) are deleted completely and don't stay in "Anonymised"; the rest are anonymised under GDPR; contacts with open conversations are not deleted and the notice tells you. Deleting doesn't block the address: if it writes again, it comes in as a new contact and goes through the filters. To block it, move it to Spam (this also works with contacts without conversations). Moving to Spam also marks their email conversations, and taking them out of Spam works like "Not spam": their conversations go back to the inbox and the sender becomes "Trusted". In both cases you can also have the emails moved in your mailbox. The folder you choose by hand is respected: later emails no longer change it.
Phishing and suspicious emails go to Spam automatically. An email the detector flags as phishing or suspicious (impersonation, a sender that fails its own domain's checks, misleading links, dangerous attachments) goes straight to the Spam tab and its contact to Contacts → "Spam". The sender is not blocked, because phishing usually impersonates real companies, and an existing customer is never hidden: if someone spoofs their address, only that email goes to Spam. If the detector gets it wrong, "Not spam" puts everything back.
Campaigns with made-up senders. If within a few days emails arrive from 3 or more different addresses of the same domain with randomly typed usernames (for example mwwnvaeghwovqkl@…, vxhwibcyhmeacwn@…), MuseRelay recognises it as a spam campaign and sends the new one and the previous ones to Spam. It doesn't depend on brands or languages. A company that writes to you a lot from normal addresses (info@, invoices@, first.last@) never triggers this rule, and neither do free email services like Gmail or Outlook, where thousands of unrelated people write. If it gets it wrong, "Not spam" puts everything back and the sender becomes "Trusted".
Your mail server's spam filter counts too. If your email provider already flagged the message as spam (headers such as X-Spam: Yes from SpamAssassin or Rspamd), MuseRelay respects it and sends it to Spam, with the same protections. Only "yes" counts: a sender can't sneak in by saying "not spam".
Automated. Emails not written by a person go to the "Automated" tab of the inbox (out of "All", with no bell or counters) and their sender to Contacts → "Automated", so they don't mix with your customers. This includes:
- newsletters and mailing lists;
- bulk advertising emails even when they don't identify as a list (lotteries, offers, catalogues…): they are recognised without AI and in any language by the unsubscribe link or by a footer such as “Unsubscribe”, “Stop receiving emails”, “Se désabonner” or “Abmelden”. A person writing to you to ask to be removed doesn't count, and neither do replies to an email you sent. The worst that can happen is that an email goes to Automated, never to Spam: if it's wrong, move it to Contacts and it won't change again;
- no-reply addresses and system notifications (bank alerts, platforms, automatic invoices…);
- auto-replies such as "I'm on holiday" or "out of office";
- bounces ("could not be delivered");
- emails the AI classifies as advertising or automatic notices.
If a person ever writes from that address, contact and conversation go back to normal (unless you chose its folder by hand). The AI never replies to emails in "Automated".
Global inbox and other channels. The Automated and Spam tabs and the 🚫 button appear in each email mailbox inbox and in the global inbox of all channels (if you have an email channel). Spam is only for email: if in the global inbox you also select WhatsApp, Instagram or other channel conversations and click 🚫, those stay as they are and the notice tells you. Inboxes of non-email channels don't show these options.
Each contact's card always shows which folder it is in.
Does the AI reply to emails in Spam if the channel has AI turned on?
No, never. When an email arrives from a sender marked as spam, it is stored in the Spam tab and stays there: the AI doesn't read or answer it, no ticket is opened and the bell doesn't ring. It doesn't matter that the channel has AI turned on. It is only handled normally again if you click "Not spam".