We've all met angry customers who use profane language in surveys, review sites and sometimes even directly to employees. This is not just offensive, unproductive and plain rude, it can also be demoralizing for your team.
The Moderation Filter allows you filter out comments that contain profane language before it reaches your team. The score will still be visible and included in the overall dashboards and reporting, the comment will simply be hidden. These comments can be reviewed by an admin, and then edited, and/or released or deleted.
How it works
Once enabled, all text inputs on a response will be checked against centralized list of key profanity terms (we draw this list from a variety of external sources and can provide the list upon request). Responses containing these words will be flagged as 'Moderation' under the Conversation Status field and will not be shown to anyone other than admins.
Admins on your account will be able to access these responses by setting a filter of Conversation Status = Moderation
or going to the Responses page and selecting the Moderation tab
For each Response in this section, you have the option to edit, delete and/or release the response. Selecting Edit will enable you to, for example, delete the offensive parts of the comment without impacting the rest of the customer response. Once you select 'Release', the response will be included with all other responses and visible to those who have the right access.
How to turn it on
Admins can enable this functionality under Settings > General > Features. Please take a look at the Notes section below before enabling this functionality.
- Once enabled, Response Moderation will only apply to responses going forward
- If the moderated response still meets the conditions of a workflow, it will still be triggered - for now, notifications and workflow are not moderated. Similarly, if you have set up a two-way integration where responses are automatically synced to a third-party platform, these responses will still be synced back
- Currently we do not have the ability for you to add to or edit the list of filtered words. If you would like to include specific words on your list, please contact your Customer Success Manager
- If you turn off the Moderation Filter, any responses that were previously in the 'Moderated' status will no longer be visible to any role (you will need to re-enable moderation to view and release these responses)