Restricted words

You can configure the words agents must refrain from using during a conversation. If the configured words appear as part of the customer's message, they will not be visible to agents as long as permission to toggle the masked word is granted explicitly.

To view restricted words, follow these steps:

1. Login to Webex Engage and click the Try new version button on the top-right corner of the application.
   The Webex Engage React application will launch.
2. Navigate to Settings > Contact policy > Restricted words.

The following screen appears.

3. Select a team from the Team drop-down list.

The following settings appear on the screen.

Default blocked words

4. You can search for the default restricted words under the Active and Inactive sections.
5. You can move the restricted words from Active to Inactive sections and vice versa by clicking the Move to inactive and Move to inactive buttons.

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Note

You can move the restricted words from Active to Inactive sections and vice versa but cannot delete them.

Custom restricted words

To add custom restricted words, follow these steps:

1. Login to Webex Engage and click the Try new version button on the top-right corner of the application.
   The Webex Engage React application will launch.
2. Navigate to Settings > Contact policy > Restricted words.

The following screen appears.

3. Select a team from the Team drop-down list.

The following settings appear on the screen.

4. Navigate to the Custom restricted word list.
5. Enter the restricted word in the text field and click Add word.

6. Click the Delete icon beside each word in the list to delete a custom restricted word.
7. Turn ON the Notify on usage of restricted words toggle to alert when users of a team try to send messages with any of the configured restricted words.
8. Enter the email ID in the Email ID field and click Add recipient.

9. Click the Delete icon beside each email ID to delete it from the recipient's list.
10. Turn ON the Allow agent to unmask restricted word that appear in inbound messages toggle to provide unmasking restricted words permission in the inbound messages.