---
title: Can I customize what customers see when the bot cannot help?
description: "Yes. You can set a custom message shown when a safety rule blocks a reply, and a separate custom message shown when a technical problem prevents a reply (for example, credential or AI service issues). ### More Related Articles -…"
url: "https://www.smsgatewaycenter.com/blog/kb/can-i-customize-what-customers-see-when-the-bot-cannot-help/"
updated: "2026-07-31"
category: AI Agent Builder / Safety
---

# Can I customize what customers see when the bot cannot help?

Yes. You can set a custom message shown when a safety rule blocks a reply, and a separate custom message shown when a technical problem prevents a reply (for example, credential or AI service issues).

### More Related Articles

- [What is “Stay on topic” and when should I use it?](https://www.smsgatewaycenter.com/blog/kb/what-is-stay-on-topic-and-when-should-i-use-it/)
- [What safety controls are available?](https://www.smsgatewaycenter.com/blog/kb/what-safety-controls-are-available/)

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