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Why am I getting email spam from my queue?

432 views   |   Last updated on Apr 06, 2020   


LibraryH3lp queues can optionally have an email address configured.  If a queue has an email address configured, then the main use for that email address is to receive chats that are marked Tag For Followup, as a way for operators to easily refer difficult chats for further attention.

The queue email is also used as the "reply-to" line in the case where a guest emails a transcript to herself and then replies to the transcript ("thank you" or "I have another question...").  However experience shows that guests do not do that very often at all.  It's more of a safety net than anything.

We do not use Tag For Followup

If you do not use the Tag for Followup feature, then it's probably fine to simply remove any configured email address from the queues via the admin dashboard.   That's one very quick and easy way to stop any email spam from your queue.

But how do spams get from the queue to that associated address?

If you use either a simple iframe or DIY style code snippet, then the queue Jabber ID is shown and looks something like this:


Spammers will scrape anything that looks like an email address out of a web site.

And if spammers spammed that queue address, it would get forwarded on to the email address configured for the queue.  This is why removing the email address from a queue in the admin dashboard is an instant fix -- it removes the forwarding.

We use Tag for Followup, what can we do?

The best thing to do here is to switch to make new queues, so that the spammers will not have the new queue name.  Then, make Chat Snippets for the new queues and update the web pages to use the new snippet rather than the older-style code that exposes the queue names directly.  Chat Snippets use ID numbers rather than the queue names.


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