Spam call protection

Spam call protection is planned for HLB as a layered setup to cut down on unwanted inbound calls. This feature is proposed and not built yet.

For a plumber or HVAC company with its number on ads and directories, spam calls could interrupt real work and crowd out customers. Hidden or private caller ID calls would be blocked, but spammers could still spoof local numbers. As described, the setup would combine detection, input from your team and automation:

• Number Intelligence: would flag suspected spam calls from unknown numbers, show caller name details when available and check number validity before the first text. You would turn it on under Settings > Phone System > Additional Settings.
• A Spam call disposition: agents would mark unwanted calls with a dedicated custom disposition, so they would be labeled the same way each time.
• A workflow: the Call Details trigger, filtered to inbound calls with the Spam call disposition, would turn on inbound Do Not Disturb (DND) for that contact. Future calls from that number would then not ring your team.
• Optional IVR screening: a short prompt such as press 1 to connect, which many robocalls could not get past. Keeping it brief would help real callers avoid frustration.

To avoid blocking real customers, you could tag trusted contacts as VIP and skip the DND step for them. You could also add a second workflow that would clear DND after a set period. Inbound DND would not block your outbound calls.

Some spoofed spam calls could still get through, but the setup would aim to reduce how often they reach your team. Reviewing call logs, disposition use and DND counts each week would help you fine-tune timeouts and prompts.