Manage Scout Exclusions

Exclusions tell Scout which topics it should not try to answer itself. When a customer’s question matches an exclusion, Scout escalates the conversation to your team right away. Use exclusions to set clear limits on what Scout handles, for example sensitive requests, questions that need a person to make a decision, or topics where a wrong answer could cause problems.

Head to Scout > Manage, then click Exclusions under Behavior to get started.

Add an Exclusion

Click Add to add a new exclusion.

Exclusion name

Enter a short name for the exclusion, such as Refund. Your customers will never see this information. This field is required.

Scenario

Describe the situation where Scout should escalate the conversation to your team right away. This field is required. For example: Escalate when the customer asks for a refund or a return for credit.

Applies to

Select Everywhere to use this exclusion in every place Scout answers customers. Select Custom to choose where the exclusion applies, for example only on specific Beacons or only in email.

Click Add to save the exclusion.

When a customer triggers an exclusion via chat, they'll be shown the message as it is set in your Beacon settings, along with buttons to reach out via Email or Chat (if available). To make changes to that message customers see, head to Tools > Beacons > [Choose Your Beacon] > Scout and scroll down to Customize messages. Find and expand the Exclusions section to set a custom message for the various options.

When an email triggers an exclusion, Scout doesn't respond and the email goes to your Inbox for your team to handle.

Write a Clear Scenario

Scout reads the scenario to decide when a conversation matches the exclusion, so clear wording helps it make the right choice.

Cover one topic per exclusion. For example, keep Refunds and Cancellations as separate exclusions. They’re easier to find and update later.
Describe what the customer asks for. “Escalate when the customer asks to cancel their subscription” is clearer than “Cancellations.”
Include the words customers use. If customers say “money back,” “return,” or “credit,” mention those words in the scenario.

If Scout gives an answer that's wrong or incomplete, but it's a topic Scout can still handle, add the correct information as a knowledge source rather than an exclusion. Learn more in Manage Scout Sources.

Example Exclusions

These examples show some common reasons to send a conversation straight to your team. Change the wording so it fits your business.

Exclusion name	Scenario
Refunds and returns	Escalate when the customer asks for a refund, a return, or store credit.
Cancellations	Escalate when the customer wants to cancel their account, subscription, or order.
Billing disputes	Escalate when the customer says they were charged incorrectly, charged twice, or plans to dispute a charge with their bank.
Account security	Escalate when the customer thinks their account was accessed by someone else, or reports a suspicious login or password reset.
Privacy requests	Escalate when the customer asks to see, export, or delete their personal data.
Legal matters	Escalate when the customer mentions a lawyer, legal action, or a formal complaint.
Safety concerns	Escalate when the customer reports an injury, a damaged or unsafe product, or a health concern related to a product.
Custom pricing	Escalate when the customer asks for a quote, bulk or wholesale pricing, or a discount that isn’t listed on your website.
Order changes	Escalate when the customer wants to change the address or items on an order that has already been placed.
Request for a person	Escalate when the customer asks to speak with a person or a member of your team.
Complaints	Escalate when the customer is upset about a past experience with your team or wants to make a complaint.
Media and partnerships	Escalate when the person contacting you is a journalist, or asks about a partnership or sponsorship.