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  • 1.  Limitations when blocking offensive or sensitive words in WhatsApp interactions within Genesys Cloud

    Posted 8 hours ago

    Hello everyone,

    Our company is currently evaluating mechanisms to restrict or block offensive, sensitive, or inappropriate words within WhatsApp conversations managed through Genesys Cloud CX.

    However, so far we have not found a native functionality that allows automatic filtering of specific words or expressions during interactions between customers and agents on the WhatsApp channel.

    Has anyone implemented an effective solution for:

    • Offensive word filtering in WhatsApp interactions?
    • Automatic moderation of digital conversations?
    • Integrations with external content moderation services?
    • Automation using Architect, Data Actions, or bots

    I would also appreciate any information regarding:

    • Best practices
    • Current platform limitations

    Any experience or recommendations would be greatly appreciated.

    Thank you in advance.


    #Security

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    Jorge Candia
    Soporte de S.A.C.
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  • 2.  RE: Limitations when blocking offensive or sensitive words in WhatsApp interactions within Genesys Cloud

    Posted 8 hours ago
    Edited by Kaio Oliveira 8 hours ago

    Hi Jorge 

    -

    I've never used that function, but I believe the "Digital Data Filtering Rules" could help you with that.

    -

    Here's a link for reference: https://help.genesys.cloud/articles/overview-of-digital-data-filtering-rules/

    -



    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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    Original Message


  • 3.  RE: Limitations when blocking offensive or sensitive words in WhatsApp interactions within Genesys Cloud

    Posted 7 hours ago
    Just to add to Kaio's response: in our case, this worked well for masking/blocking links in Web Messaging.
     
    We had a few scenarios where someone joined the chat pretending to be from the IT team and asked the agent to open a link to "install a fix," but it was actually malicious content.


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    Elisson Fernandes
    ------------------------------

    Original Message


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