How does keyword blocking and approval work?

Last update about 2 months ago

🚨 What happens when a keyword is flagged?

Our keywords can be found as documented in our safeguarding policy.
Flagged keywords are automatically replaced with *** in the chat:

Prospect's view is shown above.

You’ll receive an email notification when a keyword is detected.

In the Admin Dashboard, you can view the full message with the keyword hidden.
To reveal the keyword to both users, click "Keyword is hidden from users" in the message view.

You can click again to re-hide the keyword if needed.

⚙️ How do I customise keyword blocking?

Go to Settings > Safeguarding in your Admin Dashboard:

Open Safeguarding Settings
Here you can:
✅ Manage default keywords

All default keywords are blocked by default.
Uncheck any keywords you want to allow in conversations.

➕ Add custom keywords

Add your own keywords (in any language) to be blocked in addition to the default list.

📬 Approve emails, phone numbers, and domains

Add institution-approved contact details (e.g. Admissions email or phone number) to allow ambassadors to share them safely.

💡 Can I turn off keyword blocking?

Yes. You can disable the *** masking entirely to allow flagged keywords to appear in conversations. You’ll still receive email alerts when keywords are detected.

🎯 Why use this feature?

Helps protect users and maintain safe, appropriate conversations.
Gives admins full control over what’s visible in chats.
Allows flexibility to support your institution’s safeguarding policies.