In AI Chatbot settings you can now add up to 10 custom rules that always hand a chat to a human, for example "payment proof screenshot." When a chat matches a rule, the bot escalates it instead of replying itself.
Some requests should always reach a person even when AI Agent can answer the surrounding topic. You can now write channel-specific guardrails that describe those exceptions, such as a request involving payment proof or a case that needs manual approval.
When the chatbot matches a custom guardrail, it escalates the conversation instead of replying on its own. These rules add your business-specific boundaries alongside the chatbot’s existing scope and safety rules; they are handoff instructions, rather than prompts that make AI perform a restricted action.
Open AI Agent settings, select the channel, and open Custom Guardrails. Add a clear description of each situation that needs a person, then save. Check Auto Transfer so matched conversations reach the intended team.
Related guide: Set Up and Enable Your AI Agent.
