Keyword filtering/blocking on agent console

How to prevent agents from sending messages that include keywords

The Keyword Filtering feature allows you to block agents from sending messages in the agent console over web chat.

How to enable

You must be on the redesigned/new Talkative agent console.

To manage keyword filtering, you must be an Account Holder, then:

• navigate to Settings > General

• navigate to Company Configs

• go to Agent Experience > Keyword Filtering

• update and press Submit

• agents will need to refresh their console for the changes to take effect

How to use

In this example, we will create "refund" as a warning word that can be sent, and "idiot" as a danger word that cannot be sent.

1. If a warning keyword is used, the agent gets a visual warning, but they can still send the message.

2. If a danger keyword is used, the agent gets a visual warning and they cannot send the message.

Cost?

Currently (July 2023) the keyword filtering feature is being included for no additional cost in all Talkative subscriptions. In future it may be limited to certain subscription levels.