Chat Moderation

Chat moderation is the safety net around driver messaging. It holds messages with objectionable language before anyone reads them, collects the ones people report, and gives you one place to decide what happens next.

Two different things put a message in front of you.

The first is a word filter. Your company has a list of blocked words, and any message matching one is stopped and held for review instead of being delivered. This is a straightforward text match, not an AI judgment call — it catches the terms on the list and nothing else. If your company has never customized the list, a small default set of profanity applies, so the filter is never silently doing nothing. Messages that come in by text message from a driver run through the same check, so a profane SMS reply never lands in the conversation either. Alongside your list, the messaging platform runs its own always-on filter on messages typed directly in the apps, which rejects a matching message at the moment someone tries to send it.

The second is people. Any driver or manager can open a message in the driver app and choose Report message or Block user, and a manager can remove or ban directly from there too. Every one of those actions puts an entry in your moderation queue so a human reviews it, even when the person who reported it has already hidden the message for themselves.

Open Chat, click the ⋯ button ("More chat tools") at the top of the conversation list, and choose Moderation. That menu item only appears when something is actually waiting — it carries a count badge showing how many items still need a decision, and it disappears once the queue is clear.

The page is titled Moderation review and lists each item as a card, newest first, with anything you have already released sorted to the bottom. If nothing is waiting you'll see "No messages are waiting for review."

Every card shows the full message text, who wrote it, the conversation it belongs to, and the time it happened in your company's timezone. Under the author's name you'll see how to reach them — a driver's phone number or a manager's email — so you're never looking at an anonymous account. The card also states why the item surfaced: "Matched profanity filter,""Manually flagged,""Reported by a user," or "User blocked the author."

A red Blocked tag means the message was caught by the filter and never delivered to anyone. An amber Flagged tag means it did go out and was surfaced afterward for a second look.

Active items offer two buttons. Release clears the hold and marks the item Released, which is how you dismiss a false positive — a driver saying something blunt but harmless. Remove takes the message down: a delivered message is deleted from the conversation, and a blocked message that never went out is simply dismissed as correctly withheld. The item is then marked Removed.

A third button, Ban author, sits on every card and targets the person rather than the message, so it stays available even after you've released or removed the item. It asks you to confirm, then stops that person from posting anywhere in chat. The ban is reversible, but lifting it isn't something you do from this page — ask your VoiceERP contact to unban them.

Each item can only be handled once. If a colleague releases or removes something a moment before you do, your click is rejected rather than quietly overwriting their decision, so refresh the page to see where things landed.

A driver whose message is caught by the filter doesn't get a warning or a bounce-back — the message simply never appears in the conversation, whether they typed it in the app or sent it as a text. Nobody else sees it either.

A driver who reports a message is told "Thanks for letting us know. Our team will review this message." A driver who blocks someone stops seeing that person's messages immediately and is told your team has been notified; the blocked person is moved into a Blocked section they can unblock later. If a manager removes a message, it disappears from the conversation for everyone.

Moderation is on by default for every company. Two things are configurable: whether moderation runs at all — which controls the word filter, the Report and Block options, and the manager-only Remove and Ban actions in the driver app — and the list of blocked words itself. Neither is edited from the manager app; ask your VoiceERP contact to turn moderation off or to adjust your terms. Turning it off entirely only makes sense for companies using chat purely for announcements, where drivers never post.

Moderation is one of several chat tools in that same ⋯ menu, alongside templates, scheduled messages, archived chats, and custom emoji — each covered in its own article.