Blocking Based on Lexicon
Admins not only have the ability to alert on text messages that are sent containing flagged terms but also have the ability to block text messages from sending if a lexicon/infraction term is identified. The lists, which either alert or block messages from sending, are kept separate to allow versatility and flexibility within an organization's compliance team. When a blocked term is identified, the user will receive the following alert:
The Privacy Violation Attempts Historical Data report is comprised of all text messages that were blocked including the name of the user and the term identified. This report can be found under Analyze > Reports > Compliance.
To access your organization's Lexicon list, click Settings > Organization Settings and click the Lexicon tab. See article: Configuring Your Lexicon to Prevent Compliance Infractions
Terms in the lexicon list will trigger supervision alerts. If an organization wishes to alert and block a user from texting using a lexicon term, please contact the Support team who will work with our Solutions Delivery team to set up this functionality. To get started, email: support@hearsaysystems.com
Note: The lexicon is not able to scan images nor is there a way to specifically generate an alert when an image is included.
Blocking Based on Advertising
To meet regulatory requirements and reduce brand risk, Relate can block and alert on non-compliant text messages that have an advertising focus by utilizing a pre-built lexicon list based on the standard of what constitutes an advertisement message. To enable this lexicon list, which can be specified for specific regions within your organization, please contact your Customer Success Manager in order to review the modular lists that are applicable to your industry from the Advertising Lexicon.
The standard for what constitutes an advertisement for text message purposes is "Any material advertising the commercial availability or quality of any property, goods, or services." Based on this standard,Yext has an advertising lexicon which is broken into three general categories and several subcategories.
The segmentation of these lexicons is to provide modular choices for admins to prevent certain risks for their users. Admins can choose all, some, or none of these lexicons to mitigate the risks that most closely associate with their texting use cases:
Blocked: These are terms, identified by the Mobile Marketing Association, as industry-accepted methodologies for advertising content via text message (see https://www.mmaglobal.com/documents/us-consumer-best-practices). Therefore, any messages that conform to these industry accepted markers of advertising will be categorically blocked. In addition, several numbering formats are categorically blocked, because these items are traditionally shared contemporaneous to a transaction of a good or service.
Advertising: These are terms generally identified by the MMA as words associated with the suitability of a product, good, or service. These terms are traditionally only used to describe the state of a product or the context of an offer.
Solicitation: These are terms generally identified by the MMA as words associated with the invitation to purchase a product, good, or service. These terms are traditionally used to incite a consumer to transact business, rather than to cover the suitability or state of the product.
Financial Services Specific Advertising/Solicitation: These are terms specifically identified as being meaningful within the financial services industry for advertising and solicitation. For Life/P&C, these words are drawn from industry specific terms identified by the National Association of Commissioners (https://www.naic.org/consumer_glossary.htm). For Wealth/Asset Management, terms were culled from a glossary of suitable industry glossary.