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How to reduce incoming spam calls

Turn on Number Intelligence in Settings › Phone System › Additional Settings to flag suspicious calls, create a "Spam" call disposition and a workflow that turns on inbound call DND for those contacts.

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Before you start

  • You need permission to manage phone settings and create workflows.
  • Number Intelligence checks calls from unknown United States numbers and only flags suspicious ones; it doesn't block them on its own. To block, also set up the workflow in this article.
  • To see the spam label on your phone, keep the mobile app up to date.
Where to find it

Settings › Phone System › Additional Settings › Number Intelligence

Step by step

1. Turn on spam detection

  1. In the left menu, open Settings and click Phone System.
  2. Open Additional Settings › Number Intelligence.
  3. Check Gather Intelligence on Unknown Phone Numbers.
  4. Click Save. Suspicious calls will show Spam Likely.

2. Create the "Spam" call disposition

  1. In Settings › Phone System, open Voice › Custom Dispositions.
  2. Click + Add Disposition.
  3. Enter "Spam call" as the name and save.
  4. Ask your team to pick this disposition at the end of every spam call.

3. Block repeat callers

  1. Open Automation › Workflows and create a new workflow.
  2. Add the Call Details trigger.
  3. Add the filters Call Direction = Incoming and Custom Disposition = Spam call.
  4. Add the Enable/Disable DND action.
  5. Set the direction to Inbound and the channel to Calls.
  6. Save and publish the workflow. From then on, that contact can no longer call you.

4. (Optional) Screen robocalls with a phone menu

  1. Create a workflow with the Start IVR trigger and pick your public number in the filter.
  2. Add an action to gather a key press with a short prompt, for example: "Thanks for calling. To continue, press 1."
  3. Accept only the 1 key, with a 3 to 5 second timeout and one retry.
  4. For callers who press 1, add Connect Call to your team. For callers who don't respond, play a short message and end the call (or send it to voicemail).
  5. Publish and place test calls from a cell phone and a landline.

Tips

  • To avoid blocking important customers by mistake, tag them (for example, "VIP") and, in the workflow, add a condition before the block that skips contacts with that tag.
  • You can create another workflow that turns DND off after a few days, so you can review false positives.
  • Each number can be linked to only one IVR workflow at a time.

Common problems

  • The call showed "Spam Likely" but still rang → That's expected: detection only flags. Set up the workflow from step 3 to block.
  • A real customer got blocked → Open the contact and turn off inbound call DND. Add the VIP tag so they're skipped in the future.
  • My number doesn't appear in the Start IVR trigger → That number is already linked to another IVR workflow. Unlink it from the other workflow first.
  • I don't see "Spam Likely" on calls from non-US numbers → Detection only checks unknown United States numbers.
  • Customers see MY number as spam → That's a different issue (the reputation of your outbound calls) and these settings don't fix it. Contact Elooo System support.

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