Genesys DX (formerly Bold360)

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  • 1.  Keyword Flagging

    Posted 05-26-2022 10:53
    Hello,

    Our public safety departments (Police, Fire, Animal Control) occasionally get voices that are concerning and require investigation. I.E. threats to harm oneself, tips about public safety issues etc.

    Are there any actions that can fire if certain words are seen in a bot chat? For example, bomb, shoot, blow-up?

    Thanks,
    Nicole

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    Nicole VanWie
    State of Arizona - City of Mesa
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  • 2.  RE: Keyword Flagging

    GENESYS
    Posted 05-26-2022 11:27
    Hi Nicole,

    This is a solid suggestion, although sadly the platform isn't setup to flag keywords like this.

    There are different courses of action you can take when these keywords are brought up, like set it up to prompt them to talk to a live agent or of course serve them up a specific article with a link for them to click, but not the same as flagging it unfortunately.

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    Anthony Romero
    Genesys - Employees
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