Genesys Cloud - Main

We're adding data filtering for outbound digital messages in Genesys Cloud, with a strong focus on profanity and emoji control.

What's changing?

Admins can now apply data filtering rules to outbound messages sent by agents across supported digital messaging channels. This includes:

• Profanity filtering – block or mask messages that contain offensive language

• Emoji filtering – detect and control specific emojis or emoji patterns (for example, blocking inappropriate or off‑brand emoji use)

• Existing predefined filter

• Custom filters using regex to match words, phrases, or numerical patterns your organization wants to restrict

When a rule matches an outbound message, Genesys Cloud will block the offending content before it reaches the customer.

Why this matters

This capability is aimed at:

• Brand protection: Prevent unprofessional or offensive language and emojis from reaching customers

• Reduced risk: Lower the chance of inappropriate content leaving your environment

• Increase data security: Lower the chance of personal data leaving your environment

Getting started

Once available:

1. Review your existing digital data filters

2. Create or recreate new ones for the outbound messages

3. Add or adjust rules for:

   • Predefined rules are not editable but you can copy and paste the Regular Expression into a new filter then edit it to your needs.

#DigitalChannels
#Outbound
#Security

------------------------------
Máté Földi
Genesys PM
------------------------------

Thanks Mate.

This is a very welcome enhancement and fills an important gap in outbound digital governan

From a technical perspective, the ability to apply data filtering at the outbound message layer ibefore content leaves the Genesys Cloud platform, rath excellent

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