Filter Profane Incoming Messages in P2P Texting Campaigns

Profanity Filtration automatically detects profane incoming messages in Peer-to-Peer (P2P) Texting campaigns, blocks them from reaching your agents, and routes them to designated reviewers instead. Enable this feature to protect your agents from offensive or abusive replies.

Before you start

• Profanity Filtration is currently available on Peer-to-Peer Texting campaigns only.
• Decide which agent(s) will act as reviewers — you'll need their usernames during campaign setup. Reviewers see blocked messages in their spam folder and decide whether to release them.

Enable Profanity Filtration

1. While setting up your P2P Texting campaign, turn on the Profanity Filtration feature.
2. Enter the username(s) of the agents who will review flagged messages.
3. Complete the rest of your campaign setup as usual.

How it works

1. A contact sends a reply containing explicit or vulgar language.
2. The system uses AI to identify the profane language blocks the message before it reaches the assigned agent.
3. The blocked message goes to the reviewer agent(s)' spam folder on the agent console.
4. The reviewer checks the message. If it was flagged incorrectly, they can mark it as non-profane, which releases it to the original receiving agent.

ⓘ  Flagged messages are visible only to the campaign manager (admin console) and the designated reviewer agents (agent console) — not to the agent the message was originally headed to.

Review flagged messages and contacts

From the Campaign Overview

1. Open your campaign's Overview page.
2. In the Profanity Filter summary, click View messages or See contacts.
3. You'll be redirected to the Responses section with the relevant filter applied.

From the Responses section directly

1. Go to the campaign's Responses section.
2. Choose the status Profanity detected conversation.
3. Click Apply Filter to see the list of flagged messages and the contacts who sent them.

✓ To keep a record, use Export Results with the filter applied as in the above image. The export includes the flagged messages from the campaign.

FAQs

What happens to a message that's incorrectly flagged? The reviewer agent can mark it as non-profane from their spam folder, and it's delivered to the original receiving agent.

Who can see the flagged messages? Only the campaign manager (in the admin console) and the designated reviewer agents (in the agent console).

Is this available on other campaign types? Not yet — Profanity Filtration is currently supported on P2P Texting campaigns only.