> ## Documentation Index
> Fetch the complete documentation index at: https://docs.jaaxis.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Configure human handoff and blocked words

> Tell your Jaaxis agent when to forward a conversation to a person and which incoming words should prevent an automated reply.

Use forwarding rules to decide when a person should take over. Use the blocklist to prevent automatic replies to messages containing specific words.

## Forwarding rules

Open **Agents**, choose an agent, select **Training**, and find **Forwarding rules**.

Jaaxis already forwards when a customer asks for a person, is clearly unhappy, needs an unavailable action, or sends content the agent cannot read. Add business-specific cases, for example:

* Orders above a value require a custom quote.
* Medical, legal, or financial decisions require a qualified teammate.
* Refund exceptions must be reviewed by a manager.
* VIP customers should be routed to a named team.

Write both the trigger and the expected next step. Avoid broad rules such as “forward difficult questions,” which are hard to apply consistently.

## Blocklist

The **Blocklist** checks incoming messages. If a message contains a listed word, the agent does not respond automatically.

Add words one at a time or paste a comma-separated list. Use exact, meaningful terms and review them for accidental matches.

<Warning>
  A broad blocked word can silence legitimate customer messages. Test common phrases after changing the list.
</Warning>

## Test the behavior

<Steps />