The Profanity filter helps you block the sending and receiving of messages to customers and agents if it contains profanity words. Immediate identification and notification of profanity words in conversations is essential to maintain the quality of the conversation.
The profanity filter uses a filtering service to scan the message and mask any text not intended for the destination party.
Note:
The implementation of the filtering service is the responsibility of the adopting client.
When you enable the profanity filter, all messages sent from the end user to the contact center or from the agent to the end user result in a call to the configured REST service.
The following fields form part of the request:
Message Text
Channel Source
Sender
Destination
The filter service responds within the timeout window set by default to 5 seconds. If you enable the filter service and do not receive a response from the service call within the configured timeout period, the Timeout filter raises the alarm. The Timeout filter notifies the administrator that the filtering service is unreachable or slow in responding.
After the timeout period, the async message is processed, and the original message is sent to the end user or agent.
