The most trustworthy automated answer is sometimes 'A person should review that.'
The idea
A useful assistant needs scope, not just a friendly tone. Separate stable public facts from questions that require real-time data, professional judgment or private account access. Write a fallback that explains the next step without sounding evasive. Review these boundaries whenever a policy, service or product changes.
Put it into practice
- List topics the assistant can answer from verified public information.
- List topics that always require staff review.
- Test ambiguous questions to see whether the assistant respects the boundary.
What this looks like
A contractor's chat may explain how estimates are requested, but should not state that a specific structure is safe or compliant from a brief description.
What to measure
Count incorrect confident answers and unanswered handoffs. Both are more important than how many automatic replies were sent.
WHERE ZU WEB FITS
ZU Web is configured with business rules and a human continuation path, making boundaries part of the setup.
Choose ZU Web for $2.99/month Standard plan includes 100 new chat conversations per month. See current plan details before buying.