Configuring Profanity Filter

Configure the Profanity Filter for Agent Chat to detect flagged words in the manner that best suits your company's needs.

Before you begin

Role required: admin, virtual_agent_admin

Navigate to All > Conversational Interfaces > Settings > Chat Settings > Agent Chat.
On the Chat settings card, select View settings next to Profanity detection.
On the Profanity detection page, slide the Active toggle switch to activate the profanity filter.
In the Choose how to detect flagged words card, configure the settings:

Option	Description
Use Machine Learning model to detect flagged words	Use model-based mode to determine which words should be marked as flagged words.
Use list of flagged words if no matches are found	Use a keyword-based approach to determine which words should be marked as flagged words. The list of flagged words can be configured on the Flagged Words tab.

Number of messages before notifying manager	If the number of messages with flagged words that an agent has sent is equal to or exceeds this number within the time threshold, the Profanity Filter sends a message to the manager.
Time threshold \(in hours\)	Number of hours during which the number of messages with flagged words is tracked.

Image omitted: ci-flagged-words.png
Flagged words tab with sample words.

Flagged words
Word	Word that the Profanity Filter should flag.
Keywords	Similar words that the Profanity Filter should also flag.
Allowed	Forbidden - the word is considered profane and will be flagged. Allowed - the word is not considered profane and will not be flagged.
Language	Language that the Profanity Filter applies to.
Status	Active - if the Profanity Filter detects this word, it will determine whether it is forbidden or allowed. Inactive - if the Profanity Filter detects this word, it will not do anything.

On the Agent system messages tab, configure the messages that the agent might see:

Image omitted: agent-system-messages.png
Agent system message tab with sample messages.

Agent system messages
Description	Description of the system message.
Value	Exact wording of the system message that displays to the agent.
Updated	Date and time the message was most recently updated.
Updated by	Name of the user who most recently updated the message.

On the Manager system messages tab, configure the messages that the manager might see:

Image omitted: manager-system-messages.png
Manager system messages tab with sample messages.

Manager system messages
Description	Description of the system message.
Value	Exact wording of the system message that displays to the manager.
Updated	Date and time the message was most recently updated.
Updated by	Name of the user who most recently updated the message.