Skip to main content
In ChatSyncs, Restricted Topics stop an AI agent from answering certain subjects at all — instead of trying and possibly saying something wrong, it responds with a fixed message you control.
Behavior & Restrictions card with Restricted Topics set to Competitor price, Price discount, and medical advice, and a Response for Restricted Keywords textarea reading Sorry, I cannot assist with this query. Please contact support.
1

Open the agent's settings

Go to Chatbot Manager → AI → Agents, open the agent, and find Behavior & Restrictions.
2

Add Restricted Topics

List the subjects this agent should never answer, e.g. competitor comparisons, unrelated services, pricing negotiations, medical advice — whatever’s off-limits for this specific agent.
3

Write the Response for Restricted Keywords

Set the fixed reply sent whenever a message touches a restricted topic, e.g. “Sorry, I cannot assist with this query. Please contact support.” (limited to 500 characters).
4

Save

The agent now declines those topics with your fixed response instead of attempting an answer.
Example: A Sales Advisor Agent has competitor comparisons as a Restricted Topic. A customer asks “How do you compare to [competitor]?” — instead of the AI improvising an answer about a competitor, it replies with the fixed message and the conversation can be escalated to a human if needed.
Restricted Topics are per-agent — a Sales Advisor Agent and a Support Agent can each have their own list, matching what’s actually off-limits for that agent’s role.

​
Frequently asked

Add the subject to Restricted Topics in the agent’s Behavior & Restrictions settings, and set a Response for Restricted Keywords to send instead of an AI-generated answer.
Yes — Restricted Topics are set per agent, not account-wide.
Yes — 500 characters.
Set one before relying on Restricted Topics — without a fixed response configured, there’s nothing controlled to fall back on when a restricted topic comes up.