How Vibel keeps your inbox clean
Customers always get a ticket. Junk, newsletters and scams are filed away with a reason, and anything doubtful waits for your one click.
The promise: a real customer is never filtered
Vibel decides for every mail whether it is a customer question (a ticket) or not. Before it looks at anything else it checks four things, and any one of them makes the mail a ticket: the sender has an order or customer record in your store, you have written to them before, the mail mentions an order number that really exists, or it came through your own contact form or chat.
Only after that does Vibel look for junk. Everything it files away stays in Email with the reason shown, and one click puts it back.
What it filters, and what it only asks about
Always filed away: energy and solar newsletters, factory and packaging sales pitches, the same pitch arriving again and again, and phishing. Phishing, for example a fake delivery mail from a student address or an address that imitates your own domain, is quarantined with a warning banner and its links are switched off.
Doubtful mail goes to Needs a look, with the reason in plain words, for example a refund request from a business sender with no matching order. Vibel adds up signals such as mail to an address customers never use, a fake Re: with no earlier mail, extra email addresses in the body, links to unknown websites, urgency plus payment words, and a display name that does not match the address. How many signals it takes depends on your strictness.
Set how strict it is and teach it
Relaxed filters only obvious junk. Balanced is the default. Strict filters hard and asks about everything doubtful. The preview shows how many of last week's mails each level would have filtered, and how many customers (always 0).
- 1Open Settings > Helpdesk filter and pick Relaxed, Balanced or Strict. The preview line updates as you choose.
- 2Click Save strictness.
- 3Open Helpdesk > Needs a look. For each mail click Ticket or Spam.
- 4Leave 'Always for this sender' ticked. Vibel remembers the sender, the domain and the subject pattern, and tells you 'Filter learned: N similar mails moved'.
- 5To change a rule later, open Settings > Helpdesk filter, switch a rule off, or remove an always or never rule you added.
Addresses customers never use
Mail to addresses such as privacy@ is mostly junk, because customers write to your support address or answer an order mail. Vibel learns these from your own history, and you can add or remove addresses on the same settings page.
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