Triggers can be created to prevent Russian spam emails from creating conversations in Kayako. A trigger may be configured so that the spam email is automatically moved to trash even before it reaches your inbox. This way, you would not have to deal with manually deleting the spam emails from your inbox.
However, what if you already have them in your inbox? How can you get rid of the spam emails without having to go through each of them one by one? This article shares information about getting rid of spam emails that are already present in your inbox by covering the following topics:
- Difference Between Triggers and Monitors
- Creating Monitors to Trash Existing Spam
- Important Information About Emptying Trash
Difference Between Triggers and Monitors
The best way to deal with Russian or Cyrillic-based spam is to deploy triggers that automatically move them into your trash. This trigger is configured to look for unique Cyrillic characters (for example,
However, triggers are event-based and can only perform actions on newly created or updated conversations that match their criteria. Therefore, if you already have spam conversations in your inbox, no actions are executed on them.
You need to create monitors to resolve this issue. Monitors are time-based rules. They periodically check all non-closed conversations to see if they meet the configured conditions. If the rule's conditions match, the rule fires, and the configured actions execute.
Creating Monitors to Trash Existing Spam
Follow these steps to create a monitor that will automatically trash any existing Russian spam emails in your inbox:
Log into your Kayako and go to Administration.
In the sidebar, go to Automation > Monitors.
Click the New Monitor button.
In the Rule Title field, add a descriptive title.Note: It is essential to use a good naming convention to keep track of monitors.
From the 'Select a condition' drop-down, choose Conversations: Subject.
From the next drop-down, select contains.
In the next blank field, enter the first Cyrillic character.
Repeat steps 5 to 7 for all the Cyrillic characters that need to be monitored, as seen in the screenshot below.
From the 'Perform the following actions' section, select Flow control: Trash a conversation, and click the Save button to create the monitor.
Important Information About Emptying Trash
This monitor will automatically trash conversations that meet the configured conditions. Hence, if you received a high volume of conversations that match the rule's condition, you will see a high amount of conversations that will go into your trash folder. Additionally, the conversations in the trash folder are automatically deleted after 90 days.
Follow these steps to manually empty the trash folder:
- Click the Trash View in the agent area.
- Click on the Empty trash button in the top-right corner to permanently delete all conversations in the trash folder.
Note: This option is only available for admins and owners.