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Some conversations should never get an AI reply — refund requests, legal questions, safety incidents. Handoff topics are the list you hand the AI as “don’t touch.” Anything the AI classifies into that list is immediately handed off to a human agent with full context.
Configure topics in Settings → Autopilot under the Autopilot topics section.

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How It Works

1

You list topics in plain language

One topic per line. Write them the way a teammate would — “refund requests”, “billing disputes”, “account cancellation”. No keywords or regex.
2

The AI classifies each conversation

On every inbound message, the AI reads the conversation against your topic list. Matching conversations are flagged as “do not auto-reply.”
3

The handoff fires

A matched topic triggers the same handoff flow as any other escalation — see Human Handoff. The full conversation history, any AI-gathered context, and the matched topic are preserved for the agent.
Handoff topics control whether the AI replies, not which tools the AI can call. Per-action scoping lives on the action itself — see segment restrictions.

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Good Topics To Start With

Refund requests, chargeback disputes, payment method changes. High-cost mistakes if the AI gets policy wrong.
Threats, self-harm mentions, reports of abuse. Never a good outcome if the AI auto-resolves.
If a named-account manager should be the first line of contact, list the account type or segment in your topics.

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Good To Know

Add topics as your agents surface recurring “the AI should not have replied to this” tickets — not upfront out of caution. Too broad a list means everything hands off and the AI has nothing left to do.
Product and policy shift. A topic that was too risky for the AI in January may be safe by July. Drop topics once the knowledge base and actions cover them.
Handoff topics apply to every channel the AI replies on — widget, email, SMS, WhatsApp, phone. One list, one classification model.

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Configure

1

Open Autopilot settings

Go to Settings → Autopilot and scroll to the Autopilot topics section.
2

Add topics

Type each topic on its own line. Save.
3

Verify

Send a test message matching a listed topic from a real channel. Confirm the AI stays silent and the conversation appears in the inbox as handed off.

Human Handoff

What happens after a topic match — the full escalation flow.

Handoff Settings

Tune handoff levels, office hours, and data collection.

AI Actions

Restrict specific tools by segment instead of by topic.

Autopilot Mode

Set how aggressively the AI replies overall.