How to filter Chat messages on the Admin Panel? 

This article covers: 
  • How does message filtering work?
  • How to enable/disable message filtering?
  • How to filter messages?

Message filtering gives the admin an added layer of control on the messages sent to the chat. 

How does message filtering work?

With Message Filtering enabled: When an attendee submits a message on the Audience Web App, a prompt will inform him/her that the message is awaiting moderation. The message will first appear only on the Admin Panel. The admin can then choose to allow, edit, or dismiss the message. Only messages allowed by the admin will appear on the Audience Web App. 

How to enable or disable message filtering?

There are two ways you can do this:

1. When adding or editing the Chat session, you can enable or disable Message Filtering under Chat settings, or

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2. Using the Admin Panel, select the Chat session, then click on the Session settings button. Then, enable the message filtering option.

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You can enable or disable message filtering anytime, even when the Chat session is ongoing/live. The setting only applies to any new questions submitted after the setting has been updated.

How to filter messages? 

Click on the Pending Tab on the left side of the Admin Panel. This shows all the messages that have been submitted by your attendees, and is pending your approval.

1 - Pending Messages 

When Filtering is enabled, all messages submitted by your audience first go to the Pending tab. From here, you can choose to Allow, Edit, or Dismiss any message.

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Click on Allow to approve a message. This allows the message to be seen on the Audience Web App and will be moved to the Allowed tab on the Admin Panel. When you Edit a message, it remains in this tab and will still be unseen by your audience until you choose to Allow it.

2 - Allowed Messages

You can access the messages that you’ve allowed in this tab. Note that the allowed messages are also shown on the Audience Web App. 

To remove an allowed message from the Audience Web App, you can click on the Hide button. 

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3 - Dismissed Messages

You can access the messages you Dismiss in this tab. Dismissed messages will not appear on the Audience Web App. 

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If you would like to Allow a dismissed message, you can do so by clicking on the Allow button on the right-hand side of the message. The message will be immediately moved to the Allowed tab. You can also choose to edit a message before allowing it. 

Filtering Links

When Links Filtering is enabled for all chat sessions in your Pigeonhole, messages containing links will automatically be sent to the Admin Panel, even if Message Filtering is not turned on. 

All messages containing links will first go to the Pending tab. From here, you can choose to Allow, Edit, or Dismiss the message following the same instructions as message filtering. 

You may turn off Link Filtering on the Workspace following the instructions here

Filtering Restricted Words

When the Restricted Words filter is enabled and you’ve added a list of restricted words, messages containing the restricted words will automatically be sent to the Admin Panel, even if Message Filtering is not turned on. 

All messages containing restricted words will first go to the Pending tab. From here, you can choose to Allow, Edit, or Dismiss the message following the same instructions as message filtering. 

You may turn off Restricted Words Filtering on the Workspace following the instructions here