Kayako has a Spam Filter to help reduce spam generated conversations. If the Spam Filter catches an email, you can find it under the Suspended View.
For more information on what the emails that will be caught by the Kayako Spam Filter, refer to Handling Suspended Messages. Additionally, you have an option to allow some of the emails; for example, if you wanted to let emails from
no-reply@your_email_server.com to be allowed past the filter and create a conversation.
To allow a sender past the Suspended Messages, you can add their email address or domain to the Safe List. To do this, follow the below instructions:
Sign in to Kayako's Agent area.
Navigate to the Admin area.
Under Security, click on User Registration.
Add the email or domain under Email safelist.
New emails sent from the email address that you added will now go to the Inbox view instead of Suspended View.