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Message filtering (Intent Rules)

Tell the AI which kinds of messages to silently ignore or hand off to your team.

Rules define what the AI ignores — and what gets routed to a human.

Overview

Intent Rules are the guardrails. Each rule describes a category of message (e.g., OTP codes, personal chit-chat, off-topic questions) and what the AI should do when it sees one: Block Message (silently skip) or Escalate to Human (notify your team, pause the AI). You can add, edit, and remove rules at any time.

Features

Rules list

Every rule has a reason title, a description (with examples the AI uses to decide matches), and an action. Edit or delete any rule from the list.

Block Message

The AI silently ignores matching messages. Nothing goes out, nothing pings your team. Good for OTP codes, spam, emoji-only reactions.

Escalate to Human

Matching messages pause the AI and notify the business owner. Use this for complaints, complex inquiries, or legal topics where a human must reply.

Reply to collaboration and sales offers

A switch, not a rule. Leave it on and the AI answers collaboration, sponsorship, PR and wholesale approaches from other businesses with a short polite decline. Turn it off and the AI says nothing at all — the message still reaches your inbox with a notification, so you can answer it yourself.

Pause automation when spam is detected

A switch, on by default. When a message looks like spam, abuse or an attempt to trick the AI, the AI blocks it and won't act on it. With this switch on, the AI also pauses itself on that conversation and alerts you, so a bot can't keep using up your credits. Turn it off and those messages are still blocked, but the AI stays on for the next message. Rules that hand a conversation to a person still pause the AI, whatever this switch says.

Common tasks

Add an intent rule (something the AI should ignore)

About 1 min
  1. Open the sidebar → Configuration → Agent Configuration → General.
  2. Scroll to Messages AI Should Ignore and click Add Rule.
  3. Give it a short Reason title (e.g., "Personal chit-chat") and a clear Description with 2-3 example messages.
  4. Pick Block Message (silently skip) or Escalate to Human (notify your team and pause).
  5. Click Add Rule.

Edit an existing rule

About 1 min
  1. Open the sidebar → Configuration → Agent Configuration → General.
  2. In Messages AI Should Ignore, click the pencil icon on the rule.
  3. Adjust the title, description, or action — then click Save Rule.

Tips

Add 2-3 examples inside the description — that's what the AI uses to decide matches. Vague rules miss edge cases.
Rules trigger before the AI sees the conversation. If you accidentally block your own keywords, customers will get silence.
Use the Test tab to try sample messages and confirm rules behave as expected.

Frequently asked questions

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