Introducing spam detection for webforms: An additional layer of protection to keep your Zoho CRM clean and secure

Introducing spam detection for webforms: An additional layer of protection to keep your Zoho CRM clean and secure

Greetings all,

One of the most highly anticipated feature launches—Spam Detection in webforms—has finally arrived!

Webforms are a vital tool for record generation, but they're also vulnerable to submissions from unauthenticated or malicious sources, which can lead to the collection of spam records that clutter CRM systems and reduce data quality. 

Zoho CRM's new spam detection capability provides an additional security layer and minimizes dependencies on the basic options such as captchas and double opt-ins, ultimately improving data quality of webform submissions. Users no longer have to check potential spam records from webforms manually.

Let's dive into how Spam Detection restricts suspected spam records from webforms and helps users keep their CRM clean and organized.

What does spam detection do?

Spam detection offers the following advantages:
  1. Simplifies the manual review of potential spam in webform submissions.
  2. Detects potential spam submissions by identifying invalid or suspicious email addresses and scoring them to indicate spam probability.
  3. Holds these possible spam records for manual approval from users.
  4. Automatically blocks spam records to keep them out of the CRM account.

What happens to webform submissions?

All webform submissions are evaluated against predefined criteria and screened for spam detection. Let's say you've received several webform submissions for the Leads module from your website visitors.

Clean, non-suspicious records that originate from verified IP addresses—and are therefore deemed likely to be genuine and valid—are fed into the Leads module (unless approval has been set for all webform submissions).

In contrast, suspicious submissions are flagged as potentially spam and held back for manual approval in the usual record approval page called, Awaiting Leads (previously known as Approve Leads). These records are assigned a Spam Possibility Score based on the identified suspicious factors. 

The new Record Source column provides details related to the submission's source—for example, the submission's IP address, the webform name, and the URL—when you hover over the info icon. 

The new Spam Possibility column indicates the spam probability for each record as a percentage. You can also view the top reasons behind the scores of the spam record by hovering over the info icon beside it. 


Each reason identified contributes to the score, and the sum is calculated to determine the final Spam Possibility Score for the record. Some of the reasons are listed below:
  1. Submission from bots/crawlers: If a bot or crawler fills and makes a submission via your hosted webform, the Spam Detection layer will automatically identify this malicious submission.
  2. Submission with invalid phone numbers: If a form respondent shares an incorrect phone number, a toll-free number, or a junk contact number, it will be flagged as an invalid phone number.
  3. Submission with invalid email addresses: If the submitted email address originates from a spam source, an unauthorized domain, or a temporary mailbox, it will be flagged as an invalid email address.
We're also introducing an advanced security layer: Honeypot Field, which is a cybersecurity mechanism that identifies bots by detecting submissions made to invisible form fields that genuine users don't interact with. If the submission comes with values filled in the hidden fields, the system flags the entry as likely being a spam submission.

Spam Detection has more parameters like these to detect spam submissions and assign appropriate scores. For quick probability recognition, the following colors represent the severity of spam possibilities:
  1. Green: 1% - 20%
  2. Orange: 21% - 70% 
  3. Red: 71% - 100%

How spam detection helps handle records awaiting approval

Previously, records that awaited approval were evaluated manually and then approved, merged, resolved, or deleted accordingly. In addition to these traditional actions, and with the introduction of Spam Detection, administrators can now optionally block IP addresses of records with high spam possibility scores if they want to restrict further submissions from them.

  1. The Block IP button is available, along with the other buttons like Merge, Approve, or Resolve.

  1. Admins can also directly block an IP by using the Block IP button available when hovering over the info icon.

Record submissions from such blocked IPs will be categorized under the new Blocked record category.
Additionally, Zoho's system internally maintains a set of blacklisted IPs based on security assessments. Records submitted from those IPs will be automatically and permanently blocked by the CRM.
Notes
Note: Records under the Blocked category will be deleted in 60 days.

How to enable Spam Detection for your webforms

While setting up a webform, you'll see the Spam Detection section where you can adjust the Spam Possibility Score slider to set the threshold at which records should be flagged for manual review.

A score range of 90% to 100% will be set by default for all webforms as the tolerance level, which the webform owner can change anytime based on their preferences.

NotesNote: Records whose spam possibility scores fall within the set range will be held for approval, along with the relevant percentages and reasons. If, say, the chosen range is 80 to 100%, only those records with spam possibility percentages between 80 and 100 will be listed. Submissions with lower percentages will not be held as spam.

We've revamped the record approval page to provide a better UI experience and make it easier to manage and review spam records. Let's look at the changes in detail.

Revamped record approval page

  1. In modules like Leads, the "Approve Leads" field under Actions has been renamed to "Awaiting Leads". This change extends to other modules as well.
  2. The approval page has been redesigned to make it easier to switch between categories and review all records. This enhancement applies to all webform-supported modules and team modules.

  3. The number of records in each category displayed prevents users from overlooking records that are awaiting approval.
  4. You can also filter these records using the new filters in the left panel on the Awaiting Leads page.
    1. Filter By Source: Filters records based on the source—webform or import.
    2. Filter By Spam Possibilities: Choosing the Webform option will enable this filter to list records based on the spam possibilities.
    3. Filter By Fields: Lists records based on these fields: Created Time and Record Owner.
    4. Filter By IP - Webform: Filters blocked possible spam entries based on whether a given record is blocked manually by a user or automatically by the system. This filter is available only under the Blocked category.
That concludes everything about spam detection in webforms. Feel free to share your thoughts and suggestions in the comments.


Info
Availability 

Editions: All paid editions, including the developer edition (except for the paid trial edition)
DC: All DCs
Release Plan: This feature is released to the CN DC. It will be rolled out to all other DCs in phases.

Regards,
Fiona

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