Customer support platforms
Customer support content moderation for abusive conversations and harmful attachments inside existing support operations.
Protect support agents without separating moderation from the ticket
Identify abusive messages, threats, phishing links, and harmful attachments while keeping the ticket, customer, channel, and escalation path in your support platform.
Support agents should solve customer problems, not operate a second disconnected moderation system. Insion evaluates messages, images, and links and returns the result to the ticket workflow, adding safety controls to the tools agents already use.
Keep harmful content out of the agent workflow
Threats and targeted harassment make difficult tickets harder to resolve. Spam consumes capacity, and malicious links or attachments expose agents to avoidable risk. A separate moderation system only moves the work: reviewers lose ticket context, agents wait for decisions, and engineering has to synchronize two systems.
Insion keeps the ticket, customer, source, and channel attached to the moderation decision. Automation can handle repeatable policy outcomes while your support team retains control over service decisions.
Preserve the ticket context agents need
Moderate inbound ticket text, live chat messages, customer images, linked websites, public help-community replies, agent feedback, and account display information. Keep the channel, team, and ticket attached without including credentials or unnecessary sensitive data.
Check a higher-risk attachment before exposing it to an agent, or evaluate standard ticket messages in the background. Insion can report the result back to the ticket workflow.
Allow reports and frustration without allowing targeted abuse
Hate and harassment, Phishing, Spam, Violence, Privacy and doxxing, and Adult content are useful presets. Custom rules can allow a customer to report abusive language or quote a suspicious email while flagging direct threats against an agent, credential-collection links, and repeated unsolicited promotions.
Turn a content decision into a support action
| Situation | Possible support response |
|---|---|
| An attachment contains a harmful link | Mask it before an agent opens it |
| A message contains a direct threat | Add a safety tag and route the ticket to the existing escalation path |
| A customer quotes abuse while reporting it | Keep the message available with its ticket context |
| Repeated abuse reaches your account threshold | Apply the customer restrictions defined by your service |
The ticket remains the source of truth. Insion adds the moderation result, while your support platform controls assignment, visibility, escalation, and customer communication.
Keep actions inside the tools agents already know
A flagged record can mask an attachment, add a safety tag, or route the ticket through your existing escalation logic. User status events can apply consistent restrictions across tickets and help-community posts. Insion reports the status; your support product determines the customer experience.
Set the flagged-record threshold that should suspend a customer. Protection is available for accounts that require manual handling, and appeals can give eligible suspended customers a defined review path. The ticket remains the operational source of truth while the Insion record preserves the moderation result.
Fit moderation around service-level goals
Begin with the channel that exposes agents to the most harmful content, but keep ticket handling in your support platform. In test mode, Insion evaluates and records results without sending moderation webhooks or changing customer status automatically. Compare those records with recent escalations, refine rules for quoted abuse and customer frustration, and decide which result should tag, mask, or pause a ticket.
When you enable live actions, protect accounts with contractual or safety-handling requirements so an automated status does not bypass the established escalation path. Measure review volume, handling patterns, and overturned decisions rather than assuming every flagged message needs identical treatment. The goal is to reduce repeated screening while preserving agent context and service ownership.
Keep the original ticket as the operational source of truth and use the Insion record ID to correlate moderation activity. If an attachment or message changes, submit the current content under the identifier your support system expects. Clear ownership between the moderation result and the ticket action prevents agents from having to reconcile competing systems or guess whether a customer-facing response has already been sent.
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