Denied topics
Name the subjects the agent must not discuss under any circumstances.
Denied topics
The Denied topics tab names the subjects the agent must refuse to discuss. When a user raises one, the agent blocks the answer and shows the text configured under The message for blocked prompts (on the General tab).
Adding a denied topic
Click Add a denied topic. A new configuration block appears with these fields:
The denied topic's name
A short, descriptive label for the topic ("Competitors", "Politics", "Internal financials").
The denied topic's description
Explain to the agent what characterises the topic — the more precise it is, the fewer false positives.
For example: "Any mention of competing companies, price comparisons with other suppliers, or recommendations of third-party products."
Example phrases
Add examples of messages that fall under the topic, one per line. They help the filter recognise variations of phrasing.
For example:
What does company X charge?
Are you better than product Y?
Tell me about competitor Z's service.
Removing a denied topic
Click Remove on the topic. It takes effect with the automatic save.