NeverSpamBot – Support

Apr 19, 2025

Welcome to NeverSpamBot Support

Whether you’re troubleshooting an issue, reporting a detection error, or requesting a new feature, this page will guide you through our support process. Our goal is to keep your Telegram groups clean and your experience smooth.

1. Support Channels

We monitor both channels daily and aim to respond within 24 hours.

2. Reporting Issues

2.1 False Positives

When a legitimate user is muted by mistake:

  1. In your group, send: /notspam @username
  2. Forward the muted message and any surrounding context to our support channel (email or bot chat).
  3. Include:
    • Group name or chat ID
    • Username of the muted user
    • Timestamp of the muted message
    • Reason you believe it was legitimate

2.2 Missed Spam

If spam slips through the filter:

  1. In your group, quote the offending message.
  2. Send: /notspam <user_id or @username or display_name>
  3. Forward the quoted message and context to support.
  4. Include any notes on why the content is spam (links, obfuscation, repeated invites, etc.).

2.3 Feature Requests & Feedback

Have an idea for a new context filter or UI improvement?

  • Describe your suggestion in detail, including:
  • Desired behavior or filter
  • Use case or example
  • Submit via email or bot chat. We log all feature requests for future releases.

3. Common Commands & Usage

Command Action
/spam Train on a missed spam message
/notspam @username Release a false‑positive mute

For the full list of context flags, see our documentation.

4. Troubleshooting Tips

  • Bot is not reacting:

    • Ensure the bot has “Delete Messages” and “Mute Users” permissions in your group.
    • Check that you’ve added @NeverSpamBot after granting permissions.
    • If Telegram fails to add the bot with no apparent error, you may have hit the per‑group bot limit—remove some unused bots and try again.

  • Language detection is incorrect:

    • Use /set_language <code> in the group chat to force the correct language.

  • Context filter too aggressive or lenient:

    • Toggle specific filters with /set_context_<topic> false or true.
    • Review logs in your group to identify which topics need adjustment.

5. Support SLA & Escalation

  • Initial Response: Within 24 hours on business days.
  • Issue Triage: Critical problems (e.g., bot offline, permission failures) are prioritized.
  • Follow‑Up: We provide status updates until resolution.

If you do not receive a response within 48 hours, please resend your report or escalate via email with “URGENT” in the subject.

6. Additional Resources

Thank you for using NeverSpamBot. Your feedback drives our improvements!

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