Ideal outcome: If an agent mentions a word from the blacklist, the public comment will not be sent or will be automatically sent as an Internal Note so that the End User does not receive the message.

Purpose: It would save our team a lot of trouble if there was a feature that allows us to filter words (blacklist) that are not allowed to be said to customers.

Samples of this would be internal terms/SOPs or confidential information that should not be mentioned to customers (end users), any profanity/vulgar words, sensitive topics.