The AI Assistant is powerful — but there are some questions that should always be handled by you or a qualified team member.
That's where the "Defer to Human Coach" feature comes in.
You can define what topics the AI should not answer, and instead notify you when a client brings it up.
How to Set This Up
Go to AI Assistant
Click on Settings → General Settings
Scroll to the section titled Topics to Defer to Human Coach
Here you'll see multiple options.
List of Topics You Can Disable for the AI
You can enable/disable any of the following:
Meal Plan Changes & Adjustments
(Major diet modifications, meal overhauls, new nutrition protocols)Specific Injury Advice or Rehab
(Injury assessment, pain management, rehab programs)Medical Diagnoses or Conditions
(Health conditions, symptoms, diagnosis requests)Supplement Interactions/Conflicts
(Medication safety, contraindications, supplement interactions)Complex Personal/Emotional Issues
(Mental health, personal struggles, emotional support)Payments
(Billing, membership questions, payment requests)
Simply toggle ON any topic you want the AI Assistant to skip.
Customize the Message Clients Will See
At the bottom of the settings panel, you'll find a box labeled:
Custom Deferral Message
Example: "Please ask your coach directly for help with this."
This message will be shown automatically anytime the AI detects a topic you've marked as sensitive.
View All Defer-to-Human Events in Analytics
Once this is live, any client question that triggers a deferral will be logged. You can view these by going to:
Analytics
Defer to Human
At the top, you'll see three summary cards:
Deferred Conversations — Total number of unique threads where the AI deferred a message
Messages Needing Reply — Count of client messages still waiting for a human response
Unique Clients — Number of distinct clients with deferred conversations
Use the date range filter to narrow results — options include Today, Yesterday, Last 7 Days, Last 14 Days, Last 30 Days, This Week, Last Week, This Month, Last Month, or a custom range.
For each deferred conversation, you'll see:
Client name and email
The message that was deferred and the AI's response
Which deferral topic triggered it (shown as an orange badge)
Timestamp of when it happened
Most importantly, click "Open in Dock" to instantly jump into that conversation so you can reply directly.
Deferral Webhooks
Want to be notified in Slack or another tool when the AI defers a message? You can set up a Deferral Webhook in General Settings to receive instant notifications in any external system. See the dedicated article: How to Set Up Deferral Webhooks for External Notifications.
Summary
This feature is a critical safety mechanism to:
Avoid AI answering questions it shouldn't
Protect client safety and professionalism
Let you personally handle sensitive or complex conversations