Learn how Orlo's message redaction feature allows users to censor potentially offensive or harmful content in incoming messages, ensuring a safer environment for agents.
Things to consider ✅
- Non-admin users will need the 'Message Inbox Redaction' permission enabled in the 'User Settings' to redact messages in the inbox. Any admins will be able to do this without the permission being enabled.
- Inbox redaction is for inbound messages only.
Benefits 🙌
- Reduced Exposure to Harmful Content - Team members managing the inbox are protected from having to view or process distressing or offensive material.
Redacting a Message
1) Navigate to the 'Inbox' button at the top of the dashboard.
2) After finding the message in the inbox that you wish to redact, click on the 
icon. A prompt will appear requesting you to enter the word 'REDACT' to confirm that you want to proceed.
Once you have redacted a message, this cannot be undone, so be sure to read the message in full before clicking 'Redact Message'
Once a message has been redacted, users will see who redacted the content, along with the date and time the message was redacted.
Top Tip 💡
Admin users can review activities related to message redactions in the Inbox Audit.