🚫 Content Moderation

In the digital age, managing online conversations effectively is crucial for maintaining a brand's integrity and ensuring user satisfaction. Siena's Content Moderation feature is a powerful tool designed to give you control over which conversations Siena automates. This means you can prevent Siena from engaging in conversations based on specific criteria such as certain emails, user profiles, keywords, or help desk tags. This guide will walk you through how to access and utilize the Content Moderation feature to enhance your customer service experience.

Accessing Content Moderation

1. Sign in to your Siena account.
2. Navigate to “Settings”.
3. Under the Platforms section, choose “Content Moderation”.

With these steps, you're now ready to fine-tune how Siena interacts with incoming messages.

How Content Moderation Works

Content Moderation in Siena is designed to be flexible, allowing you to specify exactly what you want to exclude from Siena's automation. It offers three main options for customization:

1. Keywords: Input keywords that, when detected in conversations, will prevent Siena from automating responses. This option is designed to be broad, catching variations of the keywords you specify.
   
   
2. Helpdesk Tags: Specify help desk tags that, when applied to tickets or messages, will signal Siena to step back. This is particularly useful for managing conversations that have been categorized by your team for special handling.
   
   
3. Users and Domains: Exclude specific email addresses, user profiles, or entire domains from automation. This is especially useful for filtering out messages from known spam domains or prioritizing interactions from certain users.

You have the flexibility to combine these options, enabling you to create a tailored approach to how Siena manages conversations.

Handling Spam Emails

If your inbox is frequently targeted by spam from various domains, consider these strategies to keep your conversations clean:

• Block entire web domains known for spamming.
• Exclude specific email addresses that frequently send unwanted messages.
• Leverage your help desk's rules to automatically tag spam emails, then exclude those tags in Siena's Content Moderation.

Excluding Users Directly from Siena Inbox

You can directly add a user to the exclusion list directly from the Siena inbox. Simple open the thread with that user and click the Exclude button on the right panel.

The Content Moderation feature is a testament to Siena's commitment to providing a customizable and efficient customer service experience. By tailoring Siena's automation to your specific needs, you can ensure that your brand remains responsive and respectful of your audience's expectations.

For more personalized advice on leveraging this feature or to explore advanced strategies for AI automation, our Customer Success team is always here to assist. Let's make your customer service journey with Siena as seamless and effective as possible.