Blocking

How Spara detects and blocks leads with malicious or inappropriate behavior.

Spara automatically monitors all incoming messages for harmful content. When a lead sends messages that violate safety thresholds, Spara blocks the lead to protect your team and maintain a safe sales environment.

How blocking works

Every message a lead sends is evaluated in real time using OpenAI's content moderation model. The model checks for categories including harassment, illicit content, violence, hate speech, sexual content, and self-harm. Each message receives a category score between 0 and 1.

Spara tracks a cumulative moderation score across all of a lead's messages. When the total score reaches 1.0 or higher, the lead is automatically blocked. A single severe message (e.g., a threat or illicit request) can trigger a block immediately, while milder violations accumulate over multiple messages.

When a lead is blocked:

• Spara stops responding to the lead's messages

• The lead appears as Blocked on the Leads page

• A Notifications is sent if the Blocked event is enabled in your notification settings

Moderation categories

Spara evaluates messages against these categories, based on OpenAI's moderation policy:

Category	Examples
Harassment	Insults, threats, or abusive language directed at the agent
Illicit	Requests for illegal goods, services, or activities
Violence	Threats of violence or graphic violent content
Hate	Discriminatory language targeting protected groups
Sexual	Explicit sexual content or solicitation
Self-harm	Content promoting or describing self-harm

Manual blocking and unblocking

Your team can manually override the automatic moderation system:

• Block a lead — Manually block a lead from the lead detail page, regardless of their moderation score. This prevents Spara from responding to them.

• Unblock a lead — Manually unblock a lead that was automatically flagged. Once unblocked, Spara will not re-block the lead automatically, even if they send additional flagged messages. This is useful when a false positive occurs.

FAQ

Can I adjust the sensitivity of the moderation?

The moderation thresholds are not configurable per-organization. They are calibrated to block clearly harmful content while minimizing false positives.

What happens to a blocked lead's data?

Blocking a lead does not delete any data. Their conversation history, field data, and activity remain visible on the Leads page. The lead simply cannot receive further responses from Spara.

Does moderation apply to email messages?

Yes. Both chat messages and email messages from leads are evaluated for harmful content and contribute to the lead's cumulative moderation score.