# How to Reduce Inbound Spam Calls

> Cut spam calls using GHL Customer Care’s Number Intelligence, custom dispositions, DND workflows, and IVR filtering. Learn setup, safe-listing, rollback, and measurement.

- Source: https://docs.ghlcustomercare.com/docs/phone-system/lc-phone-system/how-to-reduce-inbound-spam-calls
- Section: Phone System / LC Phone System
- Reading time: 8 min
- Images: 10, each explained below
- Modified on Wed, 9 Sep at 5:19 AM

---
Spam calls can interrupt your team and make genuine customer calls harder to manage. GHL Customer Care provides several tools that can help identify suspicious callers and reduce repeat spam calls.

You can use **Number Intelligence** to flag likely spam, **Custom Dispositions** to let agents mark unwanted calls, **Inbound DND** to block repeat callers, and optionally **IVR** to screen callers before routing them to your team.

Number Intelligence identifies likely spam but does not automatically block the call. You must configure DND or call-routing logic if you want to prevent future calls.

---

**TABLE OF CONTENTS**

-   [What is Inbound Spam Call Reduction in GHL Customer Care?](#what-is-inbound-spam-call-reduction-in-ghl-customer-care)[](#how-inbound-spam-call-reduction-works)
-   [How Inbound Spam Call Reduction Works](#how-inbound-spam-call-reduction-works)[](#step-1-enable-number-intelligence)
-   [Step 1 — Enable Number Intelligence](#step-1-enable-number-intelligence)[](#step-2-create-a-spam-call-custom-disposition)
-   [Step 2 — Create a Spam Call Custom Disposition](#step-2-create-a-spam-call-custom-disposition)[](#step-3-block-repeat-spam-callers-with-inbound-dnd)
-   [Step 3 — Block Repeat Spam Callers with Inbound DND](#step-3-block-repeat-spam-callers-with-inbound-dnd)[](#interactive-voice-response-ivr-light-front-door-filter-optional)
-   [Interactive Voice Response (IVR) — Light Front-Door Filter (Optional)](#interactive-voice-response-ivr-light-front-door-filter-optional)[](#vip-safe-list-and-auto-clear-dnd-rollback-patterns)
-   [VIP/Safe List & Auto-Clear DND (Rollback Patterns)](#vip-safe-list-and-auto-clear-dnd-rollback-patterns)[](#mobile-visibility-spam-labels-on-app)
-   [Mobile Visibility (Spam Labels on App)](#mobile-visibility-spam-labels-on-app)[](#how-to-set-up-inbound-spam-call-reduction-step-by-step)
-   [How To Set Up Inbound Spam Call Reduction (Step-by-Step)](#how-to-set-up-inbound-spam-call-reduction-step-by-step)[](#frequently-asked-questions)
-   [Frequently Asked Questions](#frequently-asked-questions)
    -   [Related Articles](#related-articles)

---

# **What is Inbound Spam Call Reduction in GHL Customer Care?**

GHL Customer Care can help reduce unwanted inbound calls by combining spam detection with call-handling automation.

A common setup uses:

-   **Number Intelligence** to identify calls that may be spam.
-   **Custom Dispositions** so agents can mark unwanted calls consistently.
-   **Inbound DND** to block future inbound calls from contacts identified as spam.
-   **IVR**, optionally, to require callers to make a keypad selection before reaching your team.

You can use these tools individually or together depending on how aggressively you want to filter inbound calls.

---

## **How Inbound Spam Call Reduction Works**

A typical setup follows this flow:

1.  An unknown number calls your GHL Customer Care number.
2.  Number Intelligence checks the incoming call.
3.  If the number appears suspicious, GHL Customer Care can show **Spam Likely**.
4.  An agent can mark the completed call with a **Spam call** Custom Disposition.
5.  A workflow can detect that disposition and enable inbound DND for the contact.
6.  Future inbound calls from that contact are blocked.

You can optionally place an IVR before your normal call routing to reduce automated robocalls.

---

## **Step 1 — Enable Number Intelligence**

Number Intelligence checks incoming calls from unknown U.S. numbers and can identify calls that are likely to be spam.

When a call is identified as suspicious, GHL Customer Care displays a **Spam Likely** indicator. Number Intelligence does not automatically block the call.

To enable it:

1.  Go to **Settings > Phone System**.
2.  Open **Additional Settings > Number Intelligence**.
3.  Enable **Gather Intelligence on Unknown Phone Numbers**.
4.  Save your changes.

Number Intelligence is usage-based. For current pricing and availability details, see the Number Intelligence article.

![Step 1 — Enable Number Intelligence (image 1 of 10)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155080466023/original/juzu57BEFtjvDOY9PbjxXqKPey66ocUdBg.png)

**Step 1 — Enable Number Intelligence (image 1 of 10)**

This screenshot appears in the "Step 1 — Enable Number Intelligence" section of "How to Reduce Inbound Spam Calls". The text alongside this image reads: Number Intelligence is usage-based. For current pricing and availability details, see the Number Intelligence article. The navigation path used here is Settings > Phone System. Immediately after, the guide continues: Note: Spam indicators may also appear in supported GHL Customer Care mobile call views. Keep the GHL Customer Care mobile app updated to the latest available version.

- Path: Settings > Phone System
- What this covers: Number Intelligence is usage-based. For current pricing and availability details, see the Number Intelligence article.
- Controls: Spam Likely, Settings > Phone System
- Next: Note: Spam indicators may also appear in supported GHL Customer Care mobile call views. Keep the GHL Customer Care mobile app updated to the latest available version.

Full procedure:

1. Go to Settings > Phone System.
2. Open Additional Settings > Number Intelligence.
3. Enable Gather Intelligence on Unknown Phone Numbers.
4. Save your changes.

**Note:** Spam indicators may also appear in supported GHL Customer Care mobile call views. Keep the GHL Customer Care mobile app updated to the latest available version.

---

## **Step 2 — Create a Spam Call Custom Disposition**

Create a Custom Disposition so agents can consistently mark calls that should be treated as spam.

1.  Go to **Settings > Phone System > Voice > Custom Dispositions**.
2.  Click **\+ Add Disposition**.
3.  Enter **Spam call** as the disposition name.
4.  Save the disposition.

After a suspicious call ends, the agent can select **Spam call** as the disposition. A workflow can then use this value to identify the contact and take further action.

![Step 2 — Create a Spam Call Custom Disposition (image 2 of 10)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155080466515/original/yY55WLRrtXfP3JqqRWAQpfMdlLeCTGvDBw.png)

**Step 2 — Create a Spam Call Custom Disposition (image 2 of 10)**

This screenshot appears in the "Step 2 — Create a Spam Call Custom Disposition" section of "How to Reduce Inbound Spam Calls". The text alongside this image reads: After a suspicious call ends, the agent can select Spam call as the disposition. A workflow can then use this value to identify the contact and take further action. The navigation path used here is Settings > Phone System > Voice > Custom Dispositions. Immediately after, the guide continues: After an agent marks a call as Spam call, create a workflow that enables inbound DND for that contact.

- Path: Settings > Phone System > Voice > Custom Dispositions
- What to choose: After a suspicious call ends, the agent can select Spam call as the disposition. A workflow can then use this value to identify the contact and take further action.
- Controls: + Add Disposition, Spam call
- Next: After an agent marks a call as Spam call, create a workflow that enables inbound DND for that contact.

Full procedure:

1. Go to Settings > Phone System > Voice > Custom Dispositions.
2. Click + Add Disposition.
3. Enter Spam call as the disposition name.
4. Save the disposition.

---

## **Step 3 — Block Repeat Spam Callers with Inbound DND**

After an agent marks a call as **Spam call**, create a workflow that enables inbound DND for that contact.

1.  Go to **Automation > Workflows**.
2.  Create a new workflow.
3.  Add the **Call Details** trigger.
4.  Configure these filters:
    -   **Call Direction = Incoming**
    -   **Custom Disposition = Spam call**
5.  Add the **Enable/Disable DND** action.
6.  Set **DND Direction = Inbound**.
7.  Configure the supported inbound channel option shown in your account.
8.  Save and publish the workflow.

This workflow helps prevent repeat unwanted callers from continuing to reach your team.

---

## **Interactive Voice Response (IVR) — Light Front-Door Filter (Optional)**

A minimal IVR (“Press 1/2”) deters robocalls and routes people quickly. Keep it short to avoid friction for urgent-use businesses.

**Minimal 2-option IVR template:**

-   **Say/Play:** “To reach support, press 1. For new inquiries, press 2.”
    
-   **Gather Input (DTMF)** → **Map Input**:
    
    -   **1 → Connect Call** to Support Team or User/Group
        
    -   **2 → Connect Call** to Sales
        
-   **Timeout/Invalid:****Repeat once**, then **Voicemail** or **Fallback agent**
    
-   **Constraint:** One phone number can be mapped to **one IVR workflow** at a time.
    

**Build path:**

-   **Trigger:** **Start IVR** (map your inbound number to this workflow).
    
-   **Actions:****Say/Play → Gather Input → Map Input → Connect Call** (+ Voicemail fallback).
    

---

## **VIP/Safe List & Auto-Clear DND (Rollback Patterns)**

False positives happen. These two patterns preserve accessibility for key callers and automatically restore access after review or elapsed time.

-   **VIP / Safe List Bypass:**
    
    -   Add tag **VIP** or **SafeList** on contact.
        
    -   In the DND workflow, add an **If/Else** before DND: **If contact has tag VIP/SafeList → Skip DND**; else → apply DND.
        
-   **Auto-Clear DND After X Days (e.g., 30):**
    
-   Create a workflow with **Trigger: Contact DND** (or schedule-based logic), **Wait: 30 days**, **Action: Disable DND** (or notify a reviewer first).
    
-   Optionally remove a “Quarantined–Spam” tag upon review.
    

---

## **Mobile Visibility (Spam Labels on App)**

Seeing “Spam Likely” on mobile reassures agents that filters are working when away from desktop.

-   **Requirement:** GHL Customer Care Mobile App **v3.97.3 or later**.
    
-   **Experience:** “Spam Likely” appears on call lists and details where supported.
    

---

## **How To Set Up Inbound Spam Call Reduction (Step-by-Step)**

Correct order reduces risk and speeds verification. Complete each step and test before moving on.

### **Step 1 — Enable Number Intelligence**

1.  Go to **Settings → Phone System → Additional Settings → Number Intelligence**.
    
2.  Check **Gather Intelligence on Unknown Phone Numbers**.
    
3.  Save.
    

**Agency onboarding tip:** In **Agency View**, you can set defaults so new sub-accounts start with Number Intelligence enabled by default. See Understanding Default Phone Preferences for New Sub-Accounts.

![Step 1 — Enable Number Intelligence (image 3 of 10)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155064902613/original/ISK2NvIiX9g7Ik1KOXpJhBdc2wD1HfxoTw.png)

**Step 1 — Enable Number Intelligence (image 3 of 10)**

This screenshot appears in the "Step 1 — Enable Number Intelligence" section of "How to Reduce Inbound Spam Calls". The text alongside this image reads: Agency onboarding tip: In Agency View, you can set defaults so new sub-accounts start with Number Intelligence enabled by default. See Understanding Default Phone Preferences for New Sub-Accounts. Immediately after, the guide continues: Go to Settings → Phone System → Voice → Custom Dispositions. Click + Add Disposition. In Add Disposition, set Disposition Name → Save.
- What this covers: Agency onboarding tip: In Agency View, you can set defaults so new sub-accounts start with Number Intelligence enabled by default. See Understanding Default Phone Preferences for New Sub-Accounts.
- Controls: Agency View
- Next: Go to Settings → Phone System → Voice → Custom Dispositions. Click + Add Disposition. In Add Disposition, set Disposition Name → Save.

Full procedure:

1. Go to Settings → Phone System → Additional Settings → Number Intelligence.
2. Check Gather Intelligence on Unknown Phone Numbers.
3. Save.

### **Step 2 — Create the “Spam call” disposition**

1.  Go to **Settings → Phone System → Voice → Custom Dispositions**.
    
2.  Click **\+ Add Disposition**.
    
3.  In **Add Disposition**, set **Disposition Name** → **Save**.
    

![Step 2 — Create the “Spam call” disposition (image 4 of 10)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155064902755/original/6uFL7DKPET7vF0BnXpgIvpMTkP9l7uUc8A.png)

**Step 2 — Create the “Spam call” disposition (image 4 of 10)**

This screenshot appears in the "Step 2 — Create the “Spam call” disposition" section of "How to Reduce Inbound Spam Calls". The text alongside this image reads: Go to Settings → Phone System → Voice → Custom Dispositions. Click + Add Disposition. In Add Disposition, set Disposition Name → Save. Immediately after, the guide continues: Create a Workflow. Trigger: Call Details. Add Filters: Direction = Inbound AND Disposition Action: Enable/Disable DND (Contact) → Enable Inbound → Calls only. Optional branches: VIP tag skip; Remove DND path if corrected. Publish.
- Where to go: Go to Settings → Phone System → Voice → Custom Dispositions. Click + Add Disposition. In Add Disposition, set Disposition Name → Save.
- Controls: + Add Disposition, Add Disposition, Disposition Name, Save
- Next: Create a Workflow. Trigger: Call Details. Add Filters: Direction = Inbound AND Disposition Action: Enable/Disable DND (Contact) → Enable Inbound → Calls only. Optional branches: VIP tag skip; Remove DND path if corrected. Publish.

Full procedure:

1. Go to Settings → Phone System → Voice → Custom Dispositions.
2. Click + Add Disposition.
3. In Add Disposition, set Disposition Name → Save.

![Step 2 — Create the “Spam call” disposition (image 5 of 10)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155064902925/original/J4RxRzTIh3XSfbRY1NqgfGttJvsU1p-Tpw.png)

**Step 2 — Create the “Spam call” disposition (image 5 of 10)**

This screenshot appears in the "Step 2 — Create the “Spam call” disposition" section of "How to Reduce Inbound Spam Calls". The text alongside this image reads: Go to Settings → Phone System → Voice → Custom Dispositions. Click + Add Disposition. In Add Disposition, set Disposition Name → Save. Immediately after, the guide continues: Create a Workflow. Trigger: Call Details. Add Filters: Direction = Inbound AND Disposition Action: Enable/Disable DND (Contact) → Enable Inbound → Calls only. Optional branches: VIP tag skip; Remove DND path if corrected. Publish.
- Where to go: Go to Settings → Phone System → Voice → Custom Dispositions. Click + Add Disposition. In Add Disposition, set Disposition Name → Save.
- Controls: + Add Disposition, Add Disposition, Disposition Name, Save
- Next: Create a Workflow. Trigger: Call Details. Add Filters: Direction = Inbound AND Disposition Action: Enable/Disable DND (Contact) → Enable Inbound → Calls only. Optional branches: VIP tag skip; Remove DND path if corrected. Publish.

Full procedure:

1. Go to Settings → Phone System → Voice → Custom Dispositions.
2. Click + Add Disposition.
3. In Add Disposition, set Disposition Name → Save.

### **Step 3 — Auto-enable Inbound DND (Calls) for spam-labeled contacts**

1.  Create a **Workflow**.
    
2.  **Trigger:****Call Details**.
    
3.  **Add Filters:****Direction = Inbound** AND **Disposition**
    
4.  **Action:****Enable/Disable DND (Contact)** → Enable **Inbound → Calls** only.
    
5.  Optional branches: **VIP tag** skip; **Remove DND** path if corrected.
    
6.  Publish.
    

For more information, you can refer to these help articles
1. [Call Details Workflow Trigger](https://docs.ghlcustomercare.com/docs/phone-system/calling/workflow-trigger-call-details)
2. [Enable/Disable DND Workflow Action](https://docs.ghlcustomercare.com/docs/workflows/contact-workflow-actions/workflow-action-dnd-contact)

![Step 3 — Auto-enable Inbound DND (Calls) for spam-labeled contacts (image 6 of 10)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155064902942/original/fCYl4HaMFO821RnbJ6213bX2XwpJAN_54w.png)

**Step 3 — Auto-enable Inbound DND (Calls) for spam-labeled contacts (image 6 of 10)**

This screenshot appears in the "Step 3 — Auto-enable Inbound DND (Calls) for spam-labeled contacts" section of "How to Reduce Inbound Spam Calls". The text alongside this image reads: For more information, you can refer to these help articles 1. Call Details Workflow Trigger 2. Enable/Disable DND Workflow Action. Immediately after, the guide continues: This article provides some of the important steps only. For more details, refer to the below help article: Interactive Voice Response (IVR) Guide - Triggers & Actions.
- What this covers: For more information, you can refer to these help articles 1. Call Details Workflow Trigger 2. Enable/Disable DND Workflow Action
- Controls: Workflow, Call Details, Direction = Inbound, Disposition, Enable/Disable DND (Contact), Inbound → Calls, VIP tag, Remove DND
- Next: This article provides some of the important steps only. For more details, refer to the below help article: Interactive Voice Response (IVR) Guide - Triggers & Actions

Full procedure:

1. Create a Workflow.
2. Trigger: Call Details.
3. Add Filters: Direction = Inbound AND Disposition
4. Action: Enable/Disable DND (Contact) → Enable Inbound → Calls only.
5. Optional branches: VIP tag skip; Remove DND path if corrected.
6. Publish.

![Step 3 — Auto-enable Inbound DND (Calls) for spam-labeled contacts (image 7 of 10)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155064903380/original/hbwEj589hq62cC92yhyQ6y5or3F2E5kKeA.png)

**Step 3 — Auto-enable Inbound DND (Calls) for spam-labeled contacts (image 7 of 10)**

This screenshot appears in the "Step 3 — Auto-enable Inbound DND (Calls) for spam-labeled contacts" section of "How to Reduce Inbound Spam Calls". The text alongside this image reads: For more information, you can refer to these help articles 1. Call Details Workflow Trigger 2. Enable/Disable DND Workflow Action. Immediately after, the guide continues: This article provides some of the important steps only. For more details, refer to the below help article: Interactive Voice Response (IVR) Guide - Triggers & Actions.
- What this covers: For more information, you can refer to these help articles 1. Call Details Workflow Trigger 2. Enable/Disable DND Workflow Action
- Controls: Workflow, Call Details, Direction = Inbound, Disposition, Enable/Disable DND (Contact), Inbound → Calls, VIP tag, Remove DND
- Next: This article provides some of the important steps only. For more details, refer to the below help article: Interactive Voice Response (IVR) Guide - Triggers & Actions

Full procedure:

1. Create a Workflow.
2. Trigger: Call Details.
3. Add Filters: Direction = Inbound AND Disposition
4. Action: Enable/Disable DND (Contact) → Enable Inbound → Calls only.
5. Optional branches: VIP tag skip; Remove DND path if corrected.
6. Publish.

### **Step 4 — Using IVR Workflow**

This article provides some of the important steps only. For more details, refer to the below help article :
[Interactive Voice Response (IVR) Guide - Triggers & Actions](https://docs.ghlcustomercare.com/docs/workflows/developer-resources/interactive-voice-response-ivr-guide-triggers-actions)

-   Start by creating a new **Workflow** and choose the **Start IVR Trigger**.

-   In **Filters**, set **In Phone Number** and select the public line you want to screen (note: if a number doesn’t appear, it may already be in use by another workflow). 

-   Add **Gather Input on call** and use **Say a message** to deliver a short prompt such as “Thanks for calling \[Business\]. To connect, press 1.” 

-   Choose your **Language**, **Message Voice**, keep **Number of loops** at 1, and in **Advanced Settings** set a brief **timeout** (about 3–5 seconds) with one retry; accept only digit **1**. 

-   For callers who press **1**, add **Connect Call (IVR)** and select your **Users** or **Add custom number**; optionally enable **Detect Voicemail**, consider whether to **Record Call**, and set a reasonable **Timeout (seconds)**. 

-   For callers who don’t respond or press the wrong key, add **Say or play a message** with a concise “We didn’t catch that” notice, then **End Call (IVR)** (or route to voicemail if preferred). 

-   **Publish**, then place test calls from a mobile and a landline to confirm the “press 1” path connects and the fallback path ends cleanly.

Create a new **Workflow** or update your existing number flow.

![Step 4 — Using IVR Workflow (image 8 of 10)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155064903722/original/CI8QPr9w3ZaFyQ2BcrYgTtxhXz_kM7Le1Q.png)

**Step 4 — Using IVR Workflow (image 8 of 10)**

This screenshot appears in the "Step 4 — Using IVR Workflow" section of "How to Reduce Inbound Spam Calls". The text alongside this image reads: Create a new Workflow or update your existing number flow. Immediately after, the guide continues: Trigger: Start IVR tied to your public inbound number.
- What this covers: Create a new Workflow or update your existing number flow.
- Controls: Workflow, Start IVR Trigger, Filters, In Phone Number, Gather Input on call, Say a message, Language, Message Voice, Number of loops, Advanced Settings, timeout, Connect Call (IVR)
- Next: Trigger: Start IVR tied to your public inbound number.

**Trigger:** **Start IVR** tied to your public inbound number.

![Step 4 — Using IVR Workflow (image 9 of 10)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155064903775/original/9fS-rImrX9eH1SH2pNlEvl9lnuxRBRHr2w.jpeg)

**Step 4 — Using IVR Workflow (image 9 of 10)**

This screenshot appears in the "Step 4 — Using IVR Workflow" section of "How to Reduce Inbound Spam Calls". The text alongside this image reads: Trigger: Start IVR tied to your public inbound number. Immediately after, the guide continues: IVR Gather Input on Call: expect “1”; timeout ~3–5 seconds; 1 retry.
- What this covers: Trigger: Start IVR tied to your public inbound number.
- Controls: Workflow, Start IVR Trigger, Filters, In Phone Number, Gather Input on call, Say a message, Language, Message Voice, Number of loops, Advanced Settings, timeout, Connect Call (IVR)
- Next: IVR Gather Input on Call: expect “1”; timeout ~3–5 seconds; 1 retry.

**IVR Gather Input on Call:** expect “1”; timeout ~3–5 seconds; 1 retry.

**Say or Play Message example:** “Thanks for calling \[Business\]. To connect, press 1.”

![Step 4 — Using IVR Workflow (image 10 of 10)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155064903720/original/sNYoYLfYNiIwQ9AmC5_UoY-kqDKyE21l4Q.png)

**Step 4 — Using IVR Workflow (image 10 of 10)**

This screenshot appears in the "Step 4 — Using IVR Workflow" section of "How to Reduce Inbound Spam Calls". The text alongside this image reads: Say or Play Message example: “Thanks for calling [Business]. To connect, press 1.”. Immediately after, the guide continues: Open Phone Numbers → [Select Number] → Incoming Calls Settings. Confirm the IVR/workflow association and set ring timeout (e.g., ~20 seconds). Place 3–5 test calls (unknown number; marked-spam number; VIP number) and verify outcomes.
- What to click: Say or Play Message example: “Thanks for calling [Business]. To connect, press 1.”
- Controls: Workflow, Start IVR Trigger, Filters, In Phone Number, Gather Input on call, Say a message, Language, Message Voice, Number of loops, Advanced Settings, timeout, Connect Call (IVR)
- Next: Open Phone Numbers → [Select Number] → Incoming Calls Settings. Confirm the IVR/workflow association and set ring timeout (e.g., ~20 seconds). Place 3–5 test calls (unknown number; marked-spam number; VIP number) and verify outcomes.

### **Step 5 — Validate call flow & timeouts**

1.  Open **Phone Numbers → \[Select Number\] → Incoming Calls Settings**.
    
2.  Confirm the IVR/workflow association and set **ring timeout** (e.g., ~20 seconds).
    
3.  Place 3–5 test calls (unknown number; marked-spam number; VIP number) and verify outcomes.
    

### **Step 6 — Monitor & tune**

-   Weekly: review **Call Logs**, disposition usage, IVR no-input rates, and contacts with **Inbound DND (Calls)**.
    
-   Adjust prompts/timeouts and retrain agents as needed.
    

**Note:** if your own numbers are being labeled “spam likely”: that’s a separate, outbound reputation issue. see related articles for remediation via caller reputation best practices and free caller registry steps.

---

## **Frequently Asked Questions**

**Q: Will Number Intelligence automatically block calls?**

No. It provides “Spam Likely” signals. Blocking behavior comes from your workflows (e.g., DND) and/or IVR design.

**Q: Should I set DND to “All channels”?**

Start with **Inbound + Voice**. Expanding to all channels risks suppressing legitimate SMS/email. Increase scope only if spam persists.

**Q: How do I avoid blocking VIPs or important vendors?**

Use a **VIP/SafeList** tag and add an **If/Else** condition to skip DND and bypass IVR for those contacts.

**Q: What if an agent marks a real customer as “Spam call”?**

Remove DND on the contact record (or let your auto-clear workflow lift DND after X days). You can also log a note and add the VIP tag.

**Q: Can I send spam-labeled calls straight to voicemail?**

Yes. Route via IVR timeout/invalid or add a workflow branch that sends **Inbound, Voice** to voicemail when Custom disposition = Spam call.

**Q: Does this impact outbound dialing?**

DND settings configured for **Inbound** do not block your outbound calls to that contact. Choose Direction and Channels intentionally.

**Q: Can I filter SMS spam, too?**

You can apply DND to additional **Channels** (e.g., SMS). Evaluate impact first; consider separate logic for SMS vs Voice.

**Q: Is IVR required?**

No. IVR is optional. Many businesses rely on Number Intelligence + Disposition → DND only, especially in urgent-response use cases.

---

### **Related Articles**

-   [Number Intelligence Spam Detection, Caller ID & SMS Validation](https://docs.ghlcustomercare.com/docs/phone-system/general/number-intelligence-spam-detection-caller-id-sms-validation)
    
-   [Custom Dispositions for Voice Calls](https://docs.ghlcustomercare.com/docs/phone-system/lc-phone-system/custom-dispositions-for-voice-calls)
    
-   [Workflow Action DND Contact (Enable/Disable DND)](https://docs.ghlcustomercare.com/docs/workflows/contact-workflow-actions/workflow-action-dnd-contact)
    
-   [Workflow Trigger Start IVR Trigger](https://docs.ghlcustomercare.com/docs/workflows/ivr-workflow-triggers/workflow-trigger-start-ivr-trigger)
    
-   [Interactive Voice Response (IVR) Guide Triggers & Actions](https://docs.ghlcustomercare.com/docs/workflows/developer-resources/interactive-voice-response-ivr-guide-triggers-actions)
    
-   [Workflow Trigger Contact DND](https://docs.ghlcustomercare.com/docs/workflows/contact-workflow-triggers/workflow-trigger-contact-dnd)
    
-   [Understanding Default Phone Preferences for New Sub-Accounts](https://docs.ghlcustomercare.com/docs/phone-system/general/understanding-default-phone-preferences-for-new-sub-accounts)
    
-   [Why are my Calls marked as Spam, and How can I avoid it?](https://docs.ghlcustomercare.com/docs/phone-system/calling/why-are-my-calls-marked-as-spam-and-how-can-i-avoid-it)
    
-   [Remediate “Spam Likely” via Free Caller Registry](https://docs.ghlcustomercare.com/docs/phone-system/calling/remediate-spam-likely-on-your-caller-id-using-free-caller-registry)

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Documentation for GHL Customer Care. Support: support@ghlcustomercare.com