Boundaries are the hard limits your AI will never break, regardless of how a customer phrases a request. This is how you keep it safe and on-brand.
Where to find it: Left menu → AI Chatbot → Boundaries. Part of the AI Chatbot guide.
Boundaries — the guardrails your AI can't cross.
Can do / cannot do
Start from AI Suggested Boundaries (based on your industry) or add your own. Fill in AI Can Do (what it’s allowed to handle) and AI Cannot Do (what it must refuse), and use Always Ask Human for situations that need a person’s approval.
Topics and limits
Prohibited Topics are subjects the AI should never discuss (for example, competitor pricing). AI Limitations are ready-made restrictions you can switch on — such as “cannot promise delivery dates” or “cannot issue refunds directly.”
Test it before you ship
Use Test Your Boundaries to type a tricky question (“Can you give me 20% off?”) and see exactly how the AI would respond — Allowed, Blocked, or Escalate — and which rule decided it.
What’s next
- Back to the AI Chatbot overview.
- See Managing your chatbots.
- See Brain & Personality.
- See Knowledge.
- See Shared Knowledge.
- See The web Widget.