Keyword blocking helps your organization stop outbound messages from your users that contain words or phrases that you have restricted. Learn how Admin users of SMM can set up keyword blocking for Engage, and what non-Admin Engage users can expect if they try to send a reply from Engage that has a blocked keyword.
Setting up keyword blocking
Note: Please be aware that only Admin users of SMM can set up keyword blocking.
Keyword blocking stops your team from sending outbound messages that contain words or phrases that you have restricted. As an Admin, you create keyword lists and choose where each list applies.
Note: Blocked keyword lists only take effect in Engage after they are set up, so messages sent before you enable a list are not affected.
Navigate to Manage settings (cog icon) > Organization admin in the lower-left corner of SMM.
Under Organization in the left-hand navigation sidebar, select Keyword blocking.
Click Create blocking list in the top-right corner.
Complete the following fields to set up your list:
a. Under Name, enter a name for the list (required), for example “Spam” or “Profanity”.b. Under Description, add a short note about what the list blocks (optional). This helps other Admins in your organization understand its purpose.
c. Under Networks, select the social networks the list applies to, e.g. Facebook, Instagram, X (Twitter), YouTube, then click Apply.
d. Under Channels, select the specific connected accounts the list should apply to, then click Apply.
e. Under Message type, select the types of messages the list should check for blocked keywords, e.g. Direct message, Own post, Reel, Mention, Review, Fan post, then click Apply.
When finished, click Save to save your settings.
In the Keywords panel, select Add keywords.
Note: Keywords containing punctuation cannot be detected. For example, "f.r.a.u.d." or "money-laundering." However, keywords using numbers and most special character substitutions (e.g. @, $) can still be detected by adding the actual word. For example, adding "fraud" as a keyword will also detect variations such as "fr4ud," "fr@ud," and "fr$ud."
Type or paste a comma-separated list of keywords or phrases you would like to have blocked in your organization’s Engage replies. Each entry will display as separate chip. To remove an entry before saving, select the X on its chip.
When you’ve finished adding your keywords, click Add.
After you’ve added your keywords, they will appear in the Keywords panel, with the total shown under the heading. Use the following options to manage your list:
- Search: use the search field to find a keyword in the list.
- Edit: select the pencil icon next to a keyword to change it.
- Delete: select the trash icon next to a keyword to remove it.
- Select several: use the checkboxes to select keywords. The checkbox in the header selects keywords in bulk.Use the Enable blocking toggle at the bottom of the dialog to activate your keyword blocking list for Engage.
Select Save to finalize your list. It will apply immediately and only to when Engage users reply to new content going forward.
Tip: A list will only block keywords in Engage replies while Enable blocking is toggled on it the list settings. You can save a list with blocking off and turn it on later.
Viewing and managing your keyword blocking lists
Saved lists will appear in the Keyword blocking menu in Administration. Each row shows:
Enabled: A toggle to turn blocking on or off for that list without deleting it.
Name: The list name.
Keywords added: The number of keywords in the list.
To edit or delete a list, select the ... menu at the end of its row, then choose Edit or Delete. With many lists, use Items per page dropdown and the page numbers at the bottom of the menu to navigate to your list quickly.
Sending an Engage reply with a blocked keyword
If your organization has set up keyword blocking for Engage replies, Engage will check your message replies against the restricted words and phrases your Admin has set up. If your reply contains a blocked keyword, you can’t send the message until you revise it. Keyword blocking restrictions apply whether you’re replying to a post, a comment, or a direct message.
Open the conversation you want to respond to in Engage and select the Reply icon on the post or message. You will see the Reply field open.
As you type, Engage will check your text against your organization’s keyword blocking lists. When a restricted word or phrase is found, it is marked in red, and a warning triangle appears in the reply toolbar.
If nothing is marked, your reply contains no restricted terms and you are free to send the message.
If you try to send a message while restricted terms are still in your reply, Engage will not allow you to send it. A Flagged content detected window will open, giving you the following details.
A notice that your reply contains restricted/blocked keywords blocked by your Admin.
Which keyword list the blocked keywords come from.
The blocked keywords in that list.
Select Revise to edit your reply.
Edit your text to remove or replace the flagged terms. Once no restricted terms remain, the red marking and the warning triangle disappear.
Select Send to send your edited reply. Your reply will be published and appear in the message or post/comment thread.