When a message is held for review instead of being sent immediately, it means it was caught by one of the platform's moderation mechanisms. Understanding why this happens helps you manage traffic more effectively and configure moderation to match your workflow.
If a client's Moderation setting is set to Manual, every message they send is routed to the moderation queue regardless of content. No message passes through automatically – each one must be approved or rejected by you or your manager.
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ⓘ When you approve or reject a moderated message, the platform saves that decision. Messages with similar content are handled automatically the same way going forward – approved messages are sent without review, rejected ones are blocked without review. You can view and manage these saved decisions under Settings → Firewall → Existing filters. |
To change this setting, go to Profiles → Clients, open the client's edit page, and update the Moderation field. See How to Set Up Moderation for a Client for the full steps.
If a client has Automatic moderation enabled, only messages containing content that matches a filter in Settings → Firewall → Control text are held for review. Messages that pass all filters are sent normally.
Each filter in the list has a Pattern, a Where to look scope (Text or Everywhere), and a Type (The words for simple matching, or a Regular expression for pattern-based matching). Any message whose content matches a pattern is sent to the moderation queue.
