Keyword Filtering allows you to highlight certain words that might be better phrased before the message is sent to the customer.
If enabled, selected keywords in messages that the agents type will be highlighted as a prompt to rephrase. You can even block the message from being sent until the word is changed.
- Via the Settings menu, under ‘Agent Experience’, select ‘Keyword Filtering’
- Select ‘Enabled’ from the dropdown
❗Danger Words
Enter any words (separated by commas) that you would like to flag as a Danger word.
This will block the agent from being able to hit send on the message until the Danger Word is removed or changed
I definitely don’t want my agents using the words ‘idiot’ or ‘stupid’ in any context.
As you can see the agent is alerted to the presence of a Danger Word in their text.
The Send button is no longer available whilst this word is present in the message and the agent must re-word the message to re-enable the send button
⚠️ None of the examples shown in these images are remotely indicative of customer service best practice ⚠️
❕Warning Words
Enter any words (separated by commas) that you would like to flag as a warning word.
In this example, I want my team to think twice about offering a refund or opportunity to cancel. Maybe there is another way to resolve the customers query?
I also want them to consider the context in which they are referring to a competitor
And I want the agent to try to avoid using the word ‘impossible’ - anything is possible!
This will prompt the agent to rethink their use of this word before hitting send
The agent will see the Warning regarding the keywords that they have typed.
They can still send the message though if they decide that the highlighted words have been used appropriately
By rewording the original message, the agent is now able to send the message
As an Account Holder, you can also set up Alerts for any of these Warning or Danger words appearing in interactions from either the customer or agent side.
To learn more about Alerts check out 🔗 Creating Alerts
You can also protect your agents by using 🤬 Swear Word Masking. Check out All Settings Explained for more info