Customer Self-Service Portal | Configuring Toxicity Shield

Toxicity Shield protects agents and end users from harmful or unpleasant content, such as translated messages that are abusive, aggressive, or demeaning. It evaluates the toxicity of a translated message and can take certain actions depending on toxicity severity and your custom toxicity tolerances.

Enabling Toxicity Shield is a two-step process:

1. In the Customer Self-Service Portal (CSSP), configure Toxicity Shield tolerances and actions.
2. In your Salesforce org, enable the "Enable Toxicity Filter" setting in the Language IO Enhanced Chat Settings.

Configuring Toxicity Shield in the Customer Self-Service Portal

1. Log in to the Customer Self-Service Portal (CSSP).
2. In the top-nav, go to Integrations → "Toxicity Shield".
3. On this page, you can configure inbound and outbound message settings.
4. Under each section, you can:
   1. Set general and category-specific toxicity tolerance levels.
   2. Enable toxic translated message rewrite actions.
   3. Test toxic messages against your settings.
5. Click to expand each section and make changes.
6. Make sure to save changes by clicking "Save" in the lower-right corner of the page.
   

Understanding Tolerance Levels

General and category-specific tolerance levels can be adjusted between 0 (low toxic message tolerance) and 100 (high toxic message tolerance). The lower the tolerance level, the more sensitive Toxicity Shield will be to the translated message's toxicity. Toxicity Shield considers a translated message toxic if the message scores above your tolerance level for any category, general or specific.

Toxicity Severity Indicators

In Language IO Enhanced Chat for Salesforce, Toxicity Shield tags translated messages with a colored circle that indicates a message's toxicity severity relative to your tolerance levels. These indicators are only visible to agents, not end users. 

🔴 high severity toxicity relative to your tolerance level.
🟠 medium severity toxicity relative to your tolerance level. 
🟡 low severity toxicity relative to your tolerance level.

Configuring Toxicity Shield Rewrite Actions

Inbound (End User → Agent) Message Actions

Enable "Rewrite inbound toxic messages..." if you want Toxicity Shield to automatically revise toxic inbound message translations to decrease toxicity. For example:

Outbound (Agent → End User)  Message Actions

Enable "Provide suggested rewrite (when possible)..." if you want Toxicity Shield to automatically suggest a revision of the source message to decrease translated message toxicity. In Language IO Enhanced Chat. Agents can choose to accept, edit, or discard the revision. For example:

Testing Toxicity Shield Tolerance Levels

Use the "Preview tool" under the respective inbound and outbound sections to test and tune your tolerance levels. The preview tool breaks down your message's toxicity scores across categories as compared to your tolerance levels, indicates the message's toxicity severity, and provides a rewritten message if the corresponding setting is enabled.

1. Select the language of your message from the dropdown on the left.
2. Type your message.
3. Click the send icon on the right.
4. The tool shows the results below.