Word Sensor on Live Agent Message

This feature allows you to automatically scan reply messages from users (Supervisors or Agents) as they are submitted and automatically changes or censors particular words.

For example, enter the words ‘damn’, ‘stupid’, etc. in the ‘word sensor in live agent message‘ 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 be displayed as stars also, as shown image below.

Sensored at Customer's Message