Spam & Email Rules in ArminCX
What is this?
ArminCX gives you a set of email rules that control how incoming messages are handled — before they ever reach your inbox. You can prevent emails from specific addresses from being merged into existing tickets, suppress automated replies, configure forwarding behavior, and block senders entirely.
Why does email merging happen?
By default, ArminCX groups incoming emails into existing conversation threads when they match a known contact. This works well for consumer support, where a customer follows up on the same topic. In B2B support, the same address often sends completely unrelated requests — invoices, delivery confirmations, enquiries — and merging them into one thread creates confusion. The Always new ticket rule fixes this.
⚙️ How to set it up
Open Settings in ArminCX.
In the left sidebar, scroll to Features and click Spam & Email rules.
Under Rules, find the Always new ticket block — description: "Never merge into an existing thread."
Type the sender's email address into the input field and press Enter.
Repeat for any additional addresses.
Each address you add here will always open a fresh ticket, no matter how many previous conversations exist from that contact.
The other rules on this page
Skip auto-replies
Add addresses here to suppress automated reply emails to those senders. Useful for no-reply transactional addresses that shouldn't receive your auto-acknowledgement.
Team forward addresses
When a teammate forwards a customer email from one of these addresses, ArminCX attributes the ticket to the original customer — not to the teammate who forwarded it. Add your internal team mailboxes here so forwarded tickets land correctly.
Blocked senders
Emails from blocked addresses are silently dropped — no ticket is created, no notification sent. Use this for known spam sources or no-reply system addresses you never want in your inbox.
When to use "Always new ticket"
✅ B2B contacts who send multiple unrelated emails (invoices, delivery proofs, enquiries) from the same address
✅ Supplier or partner addresses where each email is a standalone case
✅ Automated systems sending transactional emails that should always be separate tickets
When NOT to use it
Keep the default threading behavior (i.e. don't add the address here) when a contact typically follows up on the same topic over multiple emails — threading keeps that history together for your agents.
Good to know: Always new ticket is address-specific. You add individual email addresses, not entire domains. If a B2B contact uses multiple addresses, add each one separately.
You're all set and good to go!