Learn how Engage prevents inappropriate messages using moderation words.
What Are Moderation Words?
Moderation words are predefined words or phrases that Engage flags to ensure compliance with brand guidelines and prevent inappropriate messages from being sent.
Types of Moderation Words
- Blocked Words – Messages containing these words cannot be sent.
- Review Words – Messages containing these words must be approved by a supervisor before being published.
How to Manage Moderation Words
- Admins and supervisors can add, edit, or remove moderation words.
- Words can be added individually or uploaded in bulk via a CSV file.
How Agents See Moderation Words
- If a blocked word is used, a warning will appear, preventing the message from being sent.
- If a review word is used, the message is sent to a supervisor for approval.