Stop words

Some questions are better handled by a human—and this is where stop words come in.

Use this section to define words or phrases that should pause your Agent’s replies. When a stop word is detected in a message, your Agent will automatically hold off and show a fallback message instead of responding.

Add words like “refund,” “lawsuit,” or “cancel my account”—whatever makes sense for your business. You can enter as many as you’d like, separated by commas.

You can also customize the fallback message your customers will see, reassuring them that a real person will follow up soon.

Once you're set, click Save to activate it.