Word Sensor on Live Agent Message

This feature allow you to automatically scans reply message from users (Supervisors or Agent) as they are submitted and automatically changes or censors particular words.

For example, enter the words ‘damn’, ‘stupid’, etc. in the ‘word sensor in direct agent‘ field. Then, when the Agent replies to messages from customers using the words ‘damn’, ‘stupid’, etc. The system will automatically change or censor these words.

On the user dashboard (Supervisors or Agent) the word input will be censored as stars (e.g stupid > ******), as shown image below.

Sensored Message

But, on the customer, messages from the agent will not be displayed, as shown image below.

Sensored at Customer's Message