Skip to main content

Genesys Cloud – Not Safe For Work image moderation in social listening

Announced on
(YYYY-MM-DD)		Effective date
(YYYY-MM-DD)		Aha! idea
2026-03-02 - -

In a future release, Genesys Cloud will automatically detect and moderate explicit or suggestive adult media in social listening before displaying posts to users or escalating them to the agent desktop. Previously, social listening blurred all media in the user interface because there was no Not Safe For Work (NSFW) flag to distinguish appropriate content from explicit content. With this enhancement, Genesys Cloud will use an AI model to evaluate media during data ingestion. This evaluation applies to all supported media types, including images and videos. If the system detects explicit or suggestive adult content, it will set an NSFW flag on the post.

When Genesys releases this feature, only media flagged as NSFW will be blurred in the social listening interface. Media that does not meet NSFW criteria will appear normally. For flagged content, Genesys Cloud replaces the original media with a placeholder labeled “NSFW” to prevent unintended exposure.

This update changes how posts move through the system:

  • Automatic media screening – Evaluate images and videos using an AI model before they appear to users and flag posts that contain explicit or suggestive adult content.
  • Selective masking in social listening – Blur and mask only media flagged as NSFW, instead of blurring all media by default.
  • Controlled access to flagged content – Allow users with appropriate permissions to view flagged media and update the NSFW flag in the UI, with deletion available via API when necessary.
  • Restricted escalation – Prevent posts flagged as NSFW from being escalated to the agent desktop through social escalation rules.

Users with the correct permissions can review flagged posts, view the original media when needed, and clear the NSFW flag if the content was incorrectly marked. This feedback supports ongoing improvement of the detection model.

This feature helps organizations maintain a professional work environment, reduces the risk of exposing employees to inappropriate content, and ensures that only suitable posts reach the agent desktop and appear in analytics and insights.