Spam reply checklist for Wix customer support teams

Support teams need a quick way to decide whether a chat reply is real, risky, or irrelevant. A checklist helps keep responses consistent.

Check the message

• Does it match the conversation?
• Does it include suspicious links?
• Is it repeated across chats?
• Does it ask for sensitive information?
• Is the language unusually generic or unrelated?

Check the sender context

• Is there previous legitimate history?
• Did the message come after a real form or order?
• Is the request connected to your products or services?
• Are there signs of automation?

Response options

• Reply normally.
• Ask for clarification.
• Escalate internally.
• Mark as suspicious.
• Block or ignore repeat spam based on policy.

How alerts help

Chat Spam Alert can highlight messages that deserve a closer look so support teams do not have to rely only on memory or instinct.