With the help of our chatbot, you have the option to efficiently report false negatives/false positives. The automated system will analyze the email you specify, and offer a tailored solution for that particular email.
To do so, simply open the chat bubble from the bottom left of hour help center (or from this article page) and select the "Report incorrectly classified mail" option as shown below:
Two key pieces of data are requested during the process.
The MSG-ID is a unique ID generated by Hornetsecurity that is present in every incoming and outgoing email. You can find more information about this and how you can find the MSG ID here: About the MSG-ID
Control Panel Customer Name:
The display name describes the customer name in the Control Panel as it appears in the scope selection:
Both of these items are required to uniquely identify an email. If this is successful the chatbot provides the reason for the classification and a corresponding solution proposal tailored to that email.