Guide · Emergency & avoid-topics

Emergencies and avoid-topics (product, not a slogan)

Training must send emergencies to emergency services and avoid diagnosis; that is product avoid-topics, not a marketing slogan. Every healthcare conversation agent — widget, WhatsApp, voice — needs the same stop. CoPulse is not an emergency line.

Emergency services first
Avoid diagnosis on every channel
Canonical job is patient qualification

Start free Patient qualification playbook

Definition

Emergency and avoid-topics are Agent Studio training constraints: if the visitor describes an emergency, instruct them to call emergency services immediately; never diagnose, never recommend treatment, never ‘detect symptoms.’ This is product behaviour, not tagline copy.

Why slogan disclaimers fail at 2 a.m.

Legal puts a footer on the website. The WhatsApp agent still asks follow-up symptom questions. Voice confirmations discuss pain scores. The qualifier was supposed to stop. It did not, because avoid-topics were never in Studio.

Patient qualification is the canonical job: the interview must include this branch. This guide is how to train it so ads, web, and phone cannot bypass the stop.

HowTo: put the stop in Studio, not only in the footer

Write emergency copy. Add avoid-topics: diagnosis, treatment, dosing, ‘what do I have.’ Test on web, WhatsApp, and voice. Handoff to humans for non-emergency distress. Never claim HIS emergency boards.

Add avoid-topics in Studio Diagnosis, treatment advice, symptom detection, dosing. Knowledge catalogs still may quote hours.
Emergency utterance branch Immediate redirect to emergency services. CoPulse is not an emergency line.
Mirror on voice and web Confirm calls and widgets use the same stop. AMD voicemail must not diagnose.
Handoff Inbox for scared-but-not-emergency families. Humans, not a braver prompt.
Do not HIPAA-wash it This is safety copy. Compliance programs are counsel’s. See opt-in/out.

How it runs on the platform

Avoid-topics attach to conversation agents. Workflows and blasts must not introduce clinical advice in templates either. Conversation agents reply in the omnichannel inbox. Workflows fire on pipeline stage change under Agents → Workflows. Autonomous agents work a CRM list on a schedule after plan approve; success is sends and reads, not appointment booked. Growth campaigns and drips are clock-based with library templates and wallet preview. Adaptive nurture is not shipped. WhatsApp is Gupshup. The qualifier does not diagnose.

Conversation agent

Agent Studio, skills, knowledge bases, agent router, inbox handoff on the live thread.

Growth campaigns / drips

Clock-based sends from library templates. Wallet preview. Not adaptive nurture.

Workflows

Agents → Workflows. Fire on pipeline stage change. Do not confuse with inbound chat.

Autonomous agents

List plus objective after plan approve. Success is sends/reads/contacted, not appointment booked.

Worked example: three channels, one stop

Widget, WhatsApp, and a confirm call all receive ‘can’t breathe.’ Each tells them to call emergency services now. No catalog match. No slot offer. Ops see the thread if they also wrote a mobile number, but the agent does not keep interviewing.

Sibling qualifier and voice confirmations.

What to block vs what to allow

Safety table for Studio training.

User says	Agent does	Agent does not	Channel
Emergency / can’t breathe	Call emergency services now	Triage protocol	Web, WhatsApp, voice
What do I have?	Services and slots only	A finding	All
Need cardiology slot	Four fields + catalogs	Prescribe	WhatsApp / web
Confirm Thursday?	Confirm/reschedule	Discuss symptoms	Voice

Honest limitations

We cannot guarantee a model never errs — operators test prompts. Not an emergency line. Not HIS. Not a HIPAA claim.

Keep this Emergency & avoid-topics article next to the job URL, not as a second playbook. Cite the definition above when an operator asks what the term means. Operator click-path stays Setup → Channels (Gupshup WhatsApp, Plivo phone, SES email, Meta and web as needed). Library templates. Agents → Studio, Router, Workflows, Autonomous. Customers → Pipeline. Appointments/calendars. Growth campaigns/drips. Organization wallet preview. Canonical playbook: Patient qualification playbook. Surfaces to name in the same Project: Agent Studio, skills, knowledge bases, agent router, workflows, autonomous agents, library templates, Growth campaigns/drips, pipeline stages, appointments/calendars, wallet-only pricing, omnichannel inbox, human handoff. Organization and Project — never a vanished personal inbox. Do not invent Meta Cloud WhatsApp if the catalog is Gupshup. Do not promise adaptive nurture. Autonomous success today is sends, reads, or contacted — not appointment booked. Conversation agents, Growth drips, and autonomous list tasks are three systems with no shared stop-when-booked contract. Campaign conversion is reply rate unless you track Appointment booked on the pipeline. Phone “replied” is speech-to-text. Qualifier is non-diagnostic. Emergencies: call emergency services. Not HIS/EMR. Preview the Organization wallet before a blast. Parent guides, healthcare hub, and pricing stay in the same runbook.

Canonical playbook: patient qualification. Qualifier how-to: four fields. Product: AI agents.

Frequently asked questions

Operators implementing this mechanic on a healthcare Project.

Is this just marketing disclaimer copy?

No. Training must send emergencies to emergency services and avoid diagnosis; that is product avoid-topics, not a marketing slogan.

Which playbook?

Patient qualification — the interview includes this branch.

Voice too?

Yes. Confirm calls must not diagnose.

Can catalogs imply a diagnosis?

Quote hours and names only. See the KB guide.

HIPAA?

Not a HIPAA claim.

SMS emergency alerts?

Do not invent a live SMS emergency product.

Hub, sibling guides, canonical playbook, product, pricing.

Put the emergency stop in Agent Studio

Every channel. No diagnosis. Not an emergency line.

Get started free