---
title: "Text Moderation"
canonical: "https://red-ant-documentation.refined.site/space/RET/1021935617/Text%20Moderation"
format: markdown
---
## Overview

The Text Moderation feature is designed to enhance the integrity and compliance of outbound communications sent from RetailOS. This tool ensures that all messages sent via Email, SMS, or WhatsApp adhere to brand-specific guidelines by detecting and blocking prohibited words and phrases.

## How it works

- **Prohibited Terms List:** Each retailer provides a customised list of words and phrases that they wish to block from being included in messages. This list is known as the "Prohibited Terms List."
- **Detection on Send Attempt:** When a sales associate attempts to send a message, the Text Moderation feature scans the email subject line (for emails only) and the message body. If any word or phrase from the Prohibited Terms List is detected, the system will immediately display an in-line error message.
- **In-Line Error Notification:** The in-line error informs the user that a prohibited word or phrase has been used. The sales associate must correct or remove the prohibited content before the message can be sent to the customer.

> ℹ️ **Exact Match Logic:** The detection logic operates on an exact match basis, meaning that only the exact words or phrases listed in the Prohibited Terms List will trigger an error. Partial matches will not cause a message to be blocked. For example, if "free gift" and "limited time offer" are on the Prohibited Terms List:
> ℹ️ 
> ℹ️ - The system will block "free gift" and "limited time offer."
> ℹ️ - It will not block "free" or "gift" individually unless those exact terms are also on the list.
> ℹ️ - Similarly, it will not block "limited offer" or "time offer" unless those exact terms are also on the list.
> ℹ️ 
> ℹ️ The feature also respects accents or special characters. For instance, if "café" with an accent is prohibited but "cafe" without an accent is not listed, the latter will not trigger a block unless specifically included in the Prohibited Terms List.
> ℹ️ 
> ℹ️ **Case Insensitivity:** The feature blocks prohibited words or phrases regardless of casing. For example, if ‘bad word’ is included within the Prohibited Terms List:
> ℹ️ 
> ℹ️ - ‘BAD WORD’, ‘Bad Word’, ‘BaD wOrD’ etc. would all be blocked.
> ℹ️ 
> ℹ️ **Multilingual Support:** Retailers wishing to block rude or inappropriate words in other languages should ensure these terms are included in the Prohibited Terms List. The feature will block these terms just as it does for words in the primary language.

> ⚠️ **WhatsApp Templates:** For WhatsApp, where pre-approved templates are used, retailers must ensure that no prohibited words or phrases are included in these templates. 
> ⚠️ 
> ⚠️ If your template uses variables, the text moderation feature will also check the content entered for each variable to ensure it does not include any prohibited words or phrases.

## Dependencies

- [ ] You must be using the latest version of our Messaging app
- [ ] You must provide a prohibited terms list -