Unapproved Topics
Define topics you don’t want AI to handle
What’s This?
By default, our AI will attempt to handle all customer inquiries. However, you can define specific topics that should always be handled by human agents instead.
The AI will handle everything unless you specifically tell it not to. Configure restricted topics in your dashboard under: Settings → Autopilot and Allowed Topics
How It Works
Default Behavior
AI handles all topics unless specifically restricted
Smart Topic Detection
Our AI intelligently understands context and intent - no need to set specific keywords. It recognizes when a conversation relates to your restricted topics.
Customer Notice
Customer is informed they’ll be speaking with a human agent
Context Preservation
Full conversation history is provided to the human agent
Customization Options
Best Practices
Start Open
Let AI handle everything initially, then restrict topics as needed
Monitor First
Watch AI performance before restricting topics
Regular Reviews
Periodically review if restrictions are still needed
Team Input
Get feedback from agents on what to restrict
Configuration
Access Settings
Go to Settings → Autopilot and Allowed Topics
Add Topics
Simply list the topics you want to restrict - our AI understands natural language and context
Test Settings
Verify handoffs work as expected
Need Help?
Contact our support team to help configure your topic restrictions and handoff rules.
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