How LiveAgent recognizes SPAM

By default standalone installation of LiveAgent software doesn't really have any spam filter by itself, marking ticket as Spam is a job of the mail server when the email is actually received by it.

If you have hosted LiveAgent account and you are using the build in email directly, or via Forwarding in your hosted account, all received emails are automatically checked by SpamAssassin service installed on our cloud and if the email is recognized as Spam, it will be also fetched with status Spam into your LiveAgent account.

If you are fetching emails to your LiveAgent from your own mail server via IMAP or POP3 then it's responsibility of your own mail server to have some kind of Spam filter which will mark the email as SPAM when it's received (add email header X-Spam-Status). Then when LiveAgent tries to fetch new emails from your mail server, it can already see what is marked as Spam and set the appropriate status to such email after they are fetched into LiveAgent.

You can also use the SpamAssassin plugin directly in your LiveAgent which you can see in Configuration->System->Plugins and configure it to use some external server where the actual SpamAssassin service is configured so before a ticket is created from an email in LiveAgent the email will go through that external SpamAssassin service and if the email is recognized as spam a ticket marked as Spam will be created in LiveAgent.

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