Forbidden Topics

Tell the AI what NOT to discuss. Anything in your forbidden list gets a polite redirect instead of an answer.

Some Topics Are Off-Limits#

Every store has things the AI shouldn't talk about. A wine shop might block "is alcohol safe during pregnancy". A supplement store might block specific medical claims. A clothing brand might block competitor comparisons.

The default forbidden list — support tasks Kwiro hands off to your existing helpdesk. Add custom topics that are out-of-scope for your brand.

The Forbidden Topics setting (Growth+) gives you a list. Anything matching the topic gets a polite redirect.

How It Works#

You write topics in plain English, one per line. Examples:

medical advice
politics
religion
specific competitor pricing
discounts beyond what's posted on the site
shipping outside North America

The AI matches semantically (not just keywords), so "is this safe to take with my heart medication" gets blocked under "medical advice" even if you didn't list "heart medication" specifically.

What Shoppers See#

When a shopper asks about a forbidden topic, the AI replies with a polite refusal:

"I'm not able to help with that — could you ask about our products instead?"

You can customize the refusal wording in the same settings panel.

Why Use This#

Three real scenarios where it matters:

Liability. A supplement seller doesn't want the AI making medical claims. Block "medical advice" and "drug interactions" and you're protected.
Margin protection. Block "discounts beyond what's posted" so the AI never invents a coupon code.
Brand voice. A premium brand might block "cheap alternatives" so the AI doesn't drift into bargain-hunting framing.

What's Already Blocked by Default#

You don't need to list these — they're baked into the core AI rules:

Order tracking, returns, refunds, cancellations (the AI redirects to your support team)
Account management, password resets
Shipping status, delivery estimates
Warranty claims
Payment processing, applying coupons
Anything about Kwiro itself ("how are you built?", "what model is this?")

Kwiro is a sales agent, not a support agent — these are intentional refusals.

Where to Edit#

Dashboard → Widget & AI → Forbidden Topics tab. Save and it applies on the next conversation.