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What’s This?

Contacts and sessions can carry custom data — plan type, preferred language, order IDs, and more. AI Context Rules let you control which of those fields the AI can see when crafting responses, helping you balance personalization with data privacy.

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Filtering Modes

Allow All

AI sees all custom data fields. Best when no data is sensitive.

Block All

No custom data is shared with the AI. Most restrictive.

Allow Only Specific Keys

Only whitelisted keys are visible. Good for selectively sharing relevant fields.

Block Specific Keys

All data is shared except blacklisted keys. Good for excluding a few sensitive fields.

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How to Configure

1

Open AI Context Settings

Navigate to Settings → AI Context in the dashboard.
2

Choose a Filtering Mode

Select a mode for Contact Custom Data and/or Session Custom Data.
3

Specify Keys (if applicable)

If using “Allow only specific keys” or “Block specific keys”, type key names and press Enter to add them.
4

Save

Click Save to apply the rules.

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How Custom Data Reaches the AI

  • Custom data is attached to contacts (via API or CRM sync) and sessions (via widget, API, or integrations).
  • When the AI responds, the filter rules are applied before any data is included.
  • Only allowed fields make it into the AI’s context.
  • Filtered data appears in the AI’s system prompt as structured context.

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Default Behavior

By default, no custom data is shared with the AI. You must configure rules to enable it. This ensures sensitive data isn’t accidentally exposed.

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Passing Custom Data

Via Chat Widget

Pass custom data using sessionCustomData and context parameters when initializing the widget.

Via API

Set the custom_data field when creating contacts or creating sessions.