Blocklist Words

You can configure the blocked words that agents should refrain from using in the conversations. If these words appear in the customer’s message, they are replaced with an asterisk (*) before they are sent to the agents. This feature supports English and the full range of Unicode characters that covers most languages in the world.

You can perform the following actions on this screen:

• Configure the blocked words that must be filtered out of the messages, or search for preconfigured blocked words.

• Configure Email IDs of the recipients to whom a report is sent if blocked words are found in the outbound messages that the agent tries to send to the customer.

• If the agent types a message that contains any of the blocked words, the system displays a warning and it doesn't send the message until that agent removes that word.