The content Filtering page allows you to upload lists of words to be automatically filtered out of agent chats and emails. They will be replaced by *****.
Configure Content Filtering
To get access to the Content Filtering you first need to add permissions to your user(s). Go to the Permissions page and enable the Content Filtering feature for the relevant roles in your organisation..
To get access to the Content Filtering you first need to add permissions to your user. Go to the Permissions page and enable the feature by checking the box under 'Omnichannel Permissions' titled 'Content Filtering Access'.
Remember to save your changes and always logout and login after you make changes in the Permissions page.
Content filtering page
Fig.1 To access the page, head to ADMIN > Content filtering under the Channels menu.
Content filter upload
You can only add words or phrases by uploading a new content file. To do this, click the Add button in the top right.
The upload functionality accepts both text (.txt) and CSV (.csv) files. If you are uploading a CSV file, make sure that the header for the column that has your words/phrases is named “phrases”. If you are uploading a text file, make sure that your words/phrases are on different lines.
| Content type | Here you can choose whether to add the upload to the 'Allow List' or the 'Deny List' by selecting the relevant option. |
| Upload action | Allows you to either add to the current list or replace the current list. |
| Browse file | Selecting this button will allow you to select the file to be uploaded (you can also drag a file into the area to upload without the need to select the button). |
Conflicting words
When you upload an allow list file some words/phrases in your list may already exist in the deny list. In this case, the page will show a warning and give you the option to check which words/phrases are causing the conflict.
If you accept the conflicts and want to continue with the upload, you just need to click the “Confirm Upload” button.
Track content filtering
You currently have 2 options to track which messages triggered the Content Filtering.
Dashboard widgets
You can select the 'Queues Tile' widget and within settings, select either 'Interaction Message Filtered Customer' or 'Interaction Message Filtered Agent' for the queue you wish to monitor.
Record history
On this page, you can search for past interactions between agents and customers. There is a filtering option called 'Containing filtered messages' in the advanced filters that will make the search return only interactions where at least one of the exchanged messages triggered Content Filtering. You will also notice a 'red flag' in the filtered column.
