Source: https://vaultcrmhelp.veeva.com/doc/Content/CRM_topics/Multichannel/Engage/Connect/RestrictedPhrases.htm

## Using Restricted Phrase Rules for Messaging

Restricted phrase rules for messaging is compliance-focused functionality in Vault CRM allowing business admin users to prevent end users from sending chat messages containing specific words or phrases. This functionality allows customers to adhere to industry regulations and internal policies. By defining restricted phrase rules, business admin users can effectively limit the use of prohibited language within chat conversations, reducing the risk of compliance violations and protecting the company’s reputation.

**Who can use this feature?**

* Business Admin Users - Browser
* [Define restricted phrase rules for messaging](#Defining)
* End Users - iPad, iPhone
* [Restrict phrases in messaging](#Restricting)
* Users require an Engage license

### Configuring Restricted Phrase Rules for Messaging for

[![Closed](../../../../../Skins/Default/Stylesheets/Images/transparent.gif)Business Admin Users](#)

To configure this feature:

1. Ensure [Using Engage Chat in CRM](EngageTab.htm) or [Using WhatsApp Business Messaging in Vault CRM](WhatsAppBusinessMessaging/UseWhatsApp.htm) is configured.
2. Navigate to **Admin > Users & Groups > Permission Sets**.
3. Select the permission set for the appropriate user profile.
4. Select the **Objects** tab.
5. Grant the following permissions:

   | Object | Object Permission | Object Types | Fields | Field Permission |
   | --- | --- | --- | --- | --- |
   | monitored\_phrase\_\_v | CRED | restricted\_phrase\_\_v | * match\_type\_\_v * monitoring\_rule\_\_v * name\_\_v * phrase\_\_v | Edit |
   | monitoring\_rule\_\_v | CRED | restricted\_phrase\_\_v | * category\_\_v * country\_code\_\_v (only required for country-specific rules) * detail\_group\_\_v (only required for product-specific rules) * end\_date\_\_v * name\_\_v * product\_\_v (only required for product-specific rules) * restricted\_platforms\_\_v * start\_date\_\_v | Edit |
   | my\_setup\_products\_\_v (only required for product-specific rules) | R | n/a | product\_\_v | Read |
   | product\_\_v (only required for product-specific rules) | R | n/a | product\_type\_\_v | Read |
   | product\_group\_\_v | R | n/a | * product\_\_v (only required for product-specific rules) * product\_catalog\_\_v (only required for product-specific rules) | Read |
   | user\_\_sys (only required for country-specific rules) | CRE | n/a | country\_code\_\_v | Edit |
6. Ensure the **messaging\_\_v** value is active for the restricted\_platforms\_\_v picklist field for the restricted\_phrase\_\_v record type on the monitoring\_rule\_\_v object.

[![Closed](../../../../../Skins/Default/Stylesheets/Images/transparent.gif)End Users](#)

To configure this feature:

1. Ensure [Using Engage Chat in CRM](EngageTab.htm) or [Using WhatsApp Business Messaging in Vault CRM](WhatsAppBusinessMessaging/UseWhatsApp.htm) is configured.
2. Navigate to **Admin > Users & Groups > Permission Sets**.
3. Select the permission set for the appropriate user profile.
4. Select the **Objects** tab.
5. Grant the following permissions:

   | Object | Object Permission | Object Types | Fields | Field Permission |
   | --- | --- | --- | --- | --- |
   | country\_\_v (only required for country-specific rules) | R | n/a | code\_\_sys | Read |
   | monitored\_phrase\_\_v | R | restricted\_phrase\_\_v | * match\_type\_\_v * modified\_date\_\_v * monitoring\_rule\_\_v * name\_\_v * object\_type\_\_v * phrase\_\_v | Read |
   | monitoring\_rule\_\_v | R | restricted\_phrase\_\_v | * category\_\_v * country\_code\_\_v (only required for country-specific rules) * detail\_group\_\_v (only required for product-specific rules) * end\_date\_\_v * modified\_date\_\_v * name\_\_v * object\_type\_\_v * product\_\_v (only required for product-specific rules) * restricted\_platforms\_\_v * start\_date\_\_v | Read |
   | my\_setup\_products\_\_v (only required for product-specific rules) | R | n/a | * modified\_date\_\_v * name\_\_v * ownerid\_\_v * product\_\_v | Read |
   | user\_\_sys (only required for country-specific rules) | R | n/a | country\_code\_\_v | Read |
6. Activate a Top Level VMOC for the **monitoring\_rule\_\_v** object for the appropriate platforms with this WHERE clause: WHERE object\_type\_\_vr.api\_name\_\_v = 'restricted\_phrase\_\_v'.
7. Activate a Related to Top Level Sync VMOC for the **monitored\_phrase\_\_v** object for the appropriate platforms with the following information:
   * Parent Object Name: monitoring\_rule\_\_v
   * Relationship Name: monitored\_phrases\_\_vr

### Defining Restricted Phrase Rules for Messaging as

[![Closed](../../../../../Skins/Default/Stylesheets/Images/transparent.gif)Business Admin Users](#)

A restricted phrase rule for Messaging comprises the following records:

* monitoring\_rule\_\_v – Defines how long a rule is active and for which users the set of restricted phrases are restricted in chat messages
* monitored\_phrase\_\_v – Defines the specific phrases restricted in chat messages and the type of text matching. Must be associated with a monitoring\_rule\_\_v record.

Multiple monitored\_phrase\_\_v records can be associated with a monitoring\_rule\_\_v record.

A restricted phrase rule can be global, country-specific, or product-specific:

* Global rule – Applies to all users in the Vault CRM instance
* Country-specific rule – Only applies to users with the specified country
* Product-specific result – Only applies to users with access to the specified products

A rule can be country-specific and product-specific. For example, a rule defined for US and for users with Cholecap assigned via My Setup only applies to end users satisfying both conditions.

To define a rule for Messaging:

1. Navigate to **Business Admin > Objects > Monitoring Rules**.
2. Create a **monitoring\_rule\_\_v** record with the restricted\_phrase\_\_v object type.

   ![](../../../../Resources/Images/Multichannel/Engage/Connect/RestrictedPhrases/CreateMonitoringRule.png)
3. Select **Messaging** for the restricted\_platforms\_\_v field.

   ![](../../../../Resources/Images/Multichannel/Engage/Connect/RestrictedPhrases/CreateMonitoringRule2.png)
4. Populate the **country\_code\_\_v** field to only apply this rule to users with the same country\_code\_\_v value on their User records. This step is optional.

Restricted phrase rules with a blank country\_code\_\_v field apply to users of all countries.

5. Populate the following fields to only apply this rule to users who have access to the product\_\_v and/or detail\_group\_\_v based on their My Setup Products assignment:
   * product\_\_v – Enables users to select the appropriate product or detail topic
   * detail\_group\_\_v – Enables users to select the appropriate detail groupThis step is optional.

These two fields can be used independently or together for further specificity.

6. Populate the **start\_date\_\_v** and **end\_date\_\_v** fields to determine when the restricted phrase rule is active.

To allow a rule to be active indefinitely, do not populate the end\_date\_\_v field.

7. Select **Save**.

To define a restricted phrase and associate it with a rule for Messaging:

1. Navigate to **Business Admin > Objects > Monitored Phrases**.
2. Create a **monitoring\_phrase\_\_v** record with the restricted\_phrase\_\_v object type.

   ![](../../../../Resources/Images/Multichannel/Engage/Connect/RestrictedPhrases/CreateMonitoredPhrase.png)
3. Populate the **phrase\_\_v** field with the text to be restricted.

Restricted phrases are not case sensitive. Additionally, emojis are not supported.

4. Select one of the following values for the **match\_type\_\_v** field:
   * Contains – Matches if the entered text contains the phrase. For example, a Contains phrase where the phrase is "earn" matches both "learn" and "learned."
   * Exact – Matches if the entered text is exactly the phrase. For example, an Exact phrase where the phrase is "earn" matches "earn" but does not match "learn" or "learned."

   ![](../../../../Resources/Images/Multichannel/Engage/Connect/RestrictedPhrases/CreateMonitoredPhrase2.png)
5. Populate the **monitoring\_rule\_\_v** field with the appropriate monitoring\_rule\_\_v record.

monitored\_phrase\_\_v records with the restricted\_phrase\_\_v record type can only be associated with monitoring\_rule\_\_v records with the restricted\_phrase\_rule\_\_v object type.

6. Select **Save**.

Once a monitoring\_rule\_\_v record is associated with at least one monitored\_phrase\_\_v record, business admins cannot change the object type of the monitoring\_rule\_\_v record.

### Restricting Phrases in Messaging as

[![Closed](../../../../../Skins/Default/Stylesheets/Images/transparent.gif)End Users](#)

When users enter chat messages in the input field for Engage chat or WhatsApp Business Messaging, text matching restricted phrases are highlighted in red, an error message displays above the input field, and the Send button is grayed out. Users must fix all the highlighted phrases before they can send the message.

![](../../../../Resources/Images/Multichannel/Engage/Connect/RestrictedPhrases/RestrictedChat.png)

For example, a business admin user defines a product-specific restricted phrase rule for a product you assigned to you in My Setup Products. The rule restricts the word efficacy in chat messages. When you enter a message containing the word efficacy, the word is highlighted in red and you cannot send the message.

Additionally, when users forward a message with optional text, restricted phrases in the optional text are highlighted and the Forward button is grayed out. See [Forwarding Chat Messages](FwdMsg.htm#FwdMsg) for more information.

![](../../../../Resources/Images/Multichannel/Engage/Connect/RestrictedPhrases/RestrictFwdMsg.png)

### Related Topics

[Using Engage Chat in CRM](EngageTab.htm)

[Sending Engage Connection Invites to HCPs](SendConnectionInvite.htm)