For users seeking help, support agents are the face of the company, that's why their responses' tone should meet the accepted style of communication with customers.
Due to inexperience, heavy workload or just due to feeling unwell, an agent might use words in responses that will confuse users or leave a negative impression of the customer support and your company in general.
You can now set stopwords that, when used, will block the message from being sent until the agent removes them from their response.