Why some answers are kept private
When an answer looks like it holds a door code, PIN, password or login, your assistant won't say it, and the portal won't save it as an answer. Anyone can call, and your assistant can't prove who is on the line. The check catches most codes, not every one, so keep codes out of your answers anyway.
Before you start
- Your sign-in for the portal.
- The answer that was refused.
What you'll see
When you save an FAQ or a service description that has a door, gate, garage or lockbox code, a PIN, or a Wi-Fi password next to its code word, the portal refuses it and says: "This looks like a code or password, and anything here can be told to anyone who calls or chats. Take it out." This applies to every business.
A code someone types into a repair request stays on the work order for you. It is left out of the work-order and on-call emails where it can be spotted.
Steps
- Open AI Agent, then What it says, and find the answer under FAQs or Products & services.
- Take the code out of the wording. "Ask at the front desk for the gate code" is fine.
- Save your change. You should see it save with no refusal.
- If the code belongs to one customer, open that customer's record and put it under Getting in. Your assistant can't read that box.
- If the answer is about a property and has a Who may hear this choice, pick Staff only. The choices are Anyone, Verified guests and Staff only. Your assistant only says Anyone answers. It keeps Verified guests answers back too, because it does not check callers yet.
It isn't a code. Prices, times like 4:00 PM, phone numbers, street numbers and zip codes save fine, and so do promo codes you want said, such as "use code SAVE10 at checkout."
It worked when
The answer saves with no refusal. Ask your assistant the same question from another phone and it gives the answer without the code.
Still stuck?
Tell me your business name and which answer you were saving or expected to hear. Please don't send the code itself. I'll look at it with you.
Email harley@kwicklyanswers.com
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