Blocking Callers and Marking Spam
How to choose what happens when a particular number calls you: send it to voicemail, reject it, keep it away from you, or mark it as spam. You set this on the caller's page, which opens when you click their phone number anywhere in TriLuna (for example on a conversation).
Open the caller’s page
Click any caller’s phone number, for example on a conversation’s details. That opens the number’s page (/telephone/<number>) with its call history. The Call Handling card is on that page.
Handling types
| Handling | What happens when this number calls |
|---|---|
| Normal | The call is handled the way your line is set up |
| Simple voicemail | The caller goes straight to voicemail. No AI time is used |
| Block → Human | Your AI agent answers, but you aren’t notified or asked to join |
| Block → Reject | The caller hears a busy signal |
| Block → Silent | The call is dropped without a response |
| Priority | The caller gets priority handling and skips notification delays |
You can apply a rule to all your lines or to one line. A rule for one line takes precedence over an all-lines rule on that line.
To apply a handling type only at certain times (for example evenings), tick Only apply during a time window. Outside the window the call is handled as Normal.
Mark as Spam
Tick Mark as Spam to block a number. Spam callers never reach your agent or you:
- They go to voicemail, unless you choose Block → Reject or Block → Silent.
- Ticking Mark as Spam changes Normal, Priority and Block → Human to Simple voicemail, because those would let the call through.
- The block applies at all hours, even if you set a time window.
The number also shows a red Spam badge on its page.
Automatic spam detection
When a number you don’t know calls and your agent answers, TriLuna checks the call for spam: recorded messages (“press 1 for English”), scams such as fake government or immigration notices, and mass telemarketing. If the call is clearly spam:
- You get no email, text or app notification about it. The conversation is still saved and is tagged Possible Robocall.
- The number is marked as spam for you, so future calls from it go to voicemail and never reach your agent.
Only callers you don’t know are checked. TriLuna never checks a number that is in your contacts, a number you have called, or your own phone number. If TriLuna can’t decide, you get the notification as usual.
If a real caller was marked as spam by mistake, do either of these:
- Save them as a contact. An automatic spam mark stops applying to a number once it is in your contacts.
- Open the number’s page, untick Mark as Spam, and save.
Which lines a rule applies to
Caller rules apply on all your TriLuna numbers, including lines connected straight to an AI Agent. The line picker on the caller’s page lists every line you can make a rule for.