LivePerson is committed to providing a safe, secure, and professional communication environment for your agents and customers. We are excited to announce our new Text Profanity filter, an advanced, high-performance solution designed to automatically detect and mask inappropriate or offensive language in real-time, significantly improving conversation quality and agent safety.
This replaces the existing regular expression filter with a state-of-the-art, performance-optimized text-matching algorithm, giving you unprecedented control over your communication governance.
Key Features and Benefits
- Advanced profanity masking: Our text-matching algorithm masks profane words in real-time, based on a brand-configured list and masking pattern. This enhances agent safety and comfort by preventing the viewing of abusive or harassing customer messages.
- Self-service configuration: You can manage the filter directly through the Management Console: enable or disable the feature, add or update your proprietary list of Profane Words (up to 20,000 characters), configure Masking Strategy, and define a Notification Message (up to 200 words), if desired. This gives you unprecedented control and flexibility to align moderation logic precisely with your brand’s standards and specific regional requirements.
- Flexible masking behaviors: Configure how messages are masked with three distinct strategies: Word (replaces each word with same-length asterisks), Single (replaces each word with a single asterisk), or Full (replaces the entire message). These masking behaviors ensure your messaging aligns with your internal compliance and communication policies.
- Agent notifications: Agents receive a customizable system message in transcript when profane text is detected and masked in a message, providing immediate awareness, for example, “The message contains profane words and was masked.” This notification provides a warning mechanism allowing agents to manage conversations with abusive language proactively.
Note: These are UI notifications in the Agent Workspace and not tracked separately.
- Role-based access control: The “View masked data” permission allows agents or agent managers to override the default masking and view the original message content, providing necessary oversight. This supports auditing and quality assurance while maintaining core agent protection.
Note: For the "View masked data" permission” to function, the Agent Masking feature should be enabled in your account. Please contact LivePerson Support to enable this feature and view this permission.
Agent View
Consumer view
How the filter works
- Filter logic: Messages sent from the agent/customer are checked after they are sent. If profanity is detected, the message is masked automatically for both the agent and the customer.
- Agent notes exclusion: While masking logic is applied to agent messages, it is not applied to agent notes.
- System integration: The message payload will include a new indicator field (e.g., indicators: [ “PROFANITY” ]) to signal that the data contains abusive or profane content as per the configured words at that time. This info is useful to know for reporting purposes; see our August 6, 2025 release note about the new masking indicator reporting in the Messaging Interaction API.
Activation and configuration
- Access the Management Console.
- Search for "Text Profanity Masking."
- Enable the filter, configure your word list, and define the preferred masking pattern.
Important notes: Please allow 5 to 10 minutes for updates to word lists or masking patterns to sync across your system.
- Availability: Supported on all channels and the Agent Workspace.
- Excluded: Not currently available on the Agent App.