What if a shopper asks something the agent cannot answer?

What the agent does

The agent knows only your campaign brief and brand profile, and it cannot look anything else up during a conversation. Your team hears about the question only if you tick Product questions the agent cannot answer under Hand-offs in General settings, which is off by default.

• With the box ticked: on a call, the agent is told to request a hand-off, say the team will follow up and end the call. On a text or email, the AI can class the question as a hand-off in the same way. Outreach to that shopper stops and the request appears on the Handoffs tab.
• Without it: on a text or email, the agent is told to say it will pass the question on and not to guess, but the reply counts as undecided, so no hand-off is created and your team is not told. Call rules have no such line. The default guardrails tell the agent not to promise anything the brand has not listed.

Fewer questions it cannot answer

Add answers to Frequent questions on the Brands page. To see what shoppers ask, add a Text summary question on the Conversation intelligence step. If no text AI is available, a reply is not answered: the lead shows Needs review and waits for a person.