Profanity Filter
Contents
Installation
1. Visit the Intercom app store and install the Profanity Filter app
2. You will be asked to authorize the app’s access to your Intercom account. We only ask for permissions strictly needed for app functionality.
3. You’re done 🎉
If you have any issues with the above, please contact us at: support@thackd.com
Usage
Once installed Profanity Filter will automatically start scanning your incoming conversations for offensive and abusive language.
If the app detects it, it will delete the offending message and create a new message with the offensive words replaced by four asterisks: ****
What your customers see:
What your agents see:
Pricing
You can see our pricing on our Pricing page
FAQ
How does Profanity Filter work?
Each time one of your customers sends you a message via Intercom, Intercom notifies us and our servers check the content of the message for words that are in our list of offensive words or close spellings.
If a match is found, we analyze the text for toxic intent using a world-leading machine learning model. This helps avoid censoring text where no ill-will was intended or due to spelling errors.
If it matches the threshold to be deemed possibly toxic, we save the original content, notify Intercom to delete the offending message and create a new message with the offensive words censored.
Finally, we send a message to the customer from Intercom’s Operator letting them know what has happened.
Do you have to display “This message was deleted”?
Unfortunately we are limited by Intercom. Intercom does not allow a message content to be changed so we have to delete it and create a new one with the offensive words censored. We then notify the customer what has happened to avoid confusion.
You did not censor a word I want censored
Let us know what the word is and we will see if we can add it to the list. In future we’d like to enable each of our customer’s to have a custom list of words. Let us know if this is a feature you would be interested in.
I want to change how the app works or request a new feature
Contact us at hello@thackd.com. We love to hear feedback and requests.