Guardrails: what the AI will and will not do

Do not say

On the AI Agent page, Do not say lists words, claims and topics the AI must avoid. Use it for things like guarantees, medical or legal advice, or competitor names. Every reply is checked against it before it goes out.

Automatic hand-off to a person

The AI stops and hands the chat to you when:

• the customer asks to speak to a person,
• the message needs a decision only you can make, or
• the customer is clearly upset.

The chat appears under Escalations and you are alerted. In the meantime the AI does not send replies on that chat by itself: it prepares drafts for you. See When the AI hands a chat to you.

Opting out

If a customer replies STOP (or asks not to be contacted), Usetta stops messaging them. Their messages are still recorded for you.

Block a number or email

In Settings, the Blocklist tab lets you block a phone number, email address or whole domain. Blocked senders get no reply and leave no record.