Virtual Agent Profanity

[karim9]

Does anyone know how can i exclude a work from profanity list. Somehow it is taking word public also as a flagged word if sent by live agent to customer. We need to remove public word from profanity list and mark it allowed. I tried creating a new record in profanity words list but it is not working as expected.

[Paul Curwen · Accepted solution]

 Make sure that keyword-based detection is turned on and ML-based detection is turned off.

https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/conversational-i...

[karim9]

Thank you @Paul Curwen