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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

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How It Works

1

Default Behavior

AI handles all topics unless specifically restricted
2

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.
3

Customer Notice

Customer is informed they’ll be speaking with a human agent
4

Context Preservation

Full conversation history is provided to the human agent

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Customization Options

Add topics specific to your business: - Industry-specific issues - Company policies - Special procedures - VIP customers
Configure where conversations go: - Specific departments - Agent skill levels - Priority queues
  • Time zones

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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

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Configuration

1

Access Settings

Go to Settings → Autopilot and Allowed Topics
2

Add Topics

Simply list the topics you want to restrict - our AI understands natural language and context
3

Test Settings

Verify handoffs work as expected

Need Help?

Contact our support team to help configure your topic restrictions and handoff rules.