Forbidden Words Filter – Blip | Blip Help

Index

Objective

Configure a list of forbidden words for customer service, preventing agents from using profanity and other words that could negatively impact the brand and service quality.

How to Configure

You need to have the Manager profile to configure this option.

Access the Customer Service menu and go to the "Manage Forbidden Words" option.

There will be a text box to enter the words that should be blocked and two checkboxes.

You can add words in two different ways:

- Entering one word at a time and pressing Enter at the end.

- Entering multiple words at once, separated by commas, and pressing Enter at the end.

It is also possible to add emojis to the list of forbidden words.

When you enter the words, the Save button will already be enabled, and the checkboxes will be available for selection.

The two selection options are:

- Consider exact match: When enabled, the block will only occur if the word matches exactly. For example, if the word "car" is on the forbidden words list, words like "carriage" and "car body" will not be blocked. If this option is disabled, those words would also be blocked.

- Consider accents: When enabled, the system will consider accents in the word verification. For example, "café" and "cafe" will be treated as different words.

Clicking Save completes the setup, and the forbidden words filter is now configured!

When adding or editing words, the changes will only take effect the next time the agent logs into Blip Desk or when the page is refreshed.

Usage on Blip Desk

Every time the agent types a message, the system checks if any words are on the forbidden list. If a forbidden word is detected, the agent will see the following message: