Every answer comes from content you approved and reviewed before go-live. Anything outside it — a clinical question, a price that needs a site visit, anything sensitive — becomes a handover to a named person, carrying the question and the customer's details with it.
The assistant answers from your website, FAQs and approved content and from nothing else. General knowledge is not a fallback, so a plausible-sounding answer it read somewhere else never reaches a customer. That boundary holds 24/7 and in the customer's own language, not only during office hours in English.
Where your content does not settle the question, the assistant says so and hands over instead of improvising. It captures the enquiry as it goes — contact details, what the customer asked, the context around it — so the person picking it up starts with the question rather than with a blank chat. No price, date or policy is invented to close the gap.
Regulated sectors get a template that narrows the boundary beyond the general rules. A healthcare assistant answers reception questions — opening hours, how to register, what to bring — and never clinical ones. A trades assistant will not quote a price without a site visit. Legal and financial templates apply the same kind of disclaimer-style constraint to what may be stated.
Sensitive enquiries can bypass the general flow and go to a person you name, rather than to whichever shared inbox the whole office can read. The rest route where you sent them: an email alert to the team, or the conversation carrying on with the customer on WhatsApp.
Point Adoomi at your site, FAQs and approved content. This is the guardrail that does most of the work, because it is the whole of what the assistant may draw on: anything not in there is something it will decline rather than attempt. A deliberately narrow source is a feature here, not a gap.
Regulated businesses should begin from the template for their sector rather than loosen a general assistant later, so the tighter rules are on from the first answer: reception-only in healthcare, no price without a site visit in trades, disclaimer-style constraints for legal and financial work.
Nothing routes anywhere until you give it a destination. Set the WhatsApp number for customers who would rather keep typing to a person, the address email alerts should reach, and — separately — the named person anything sensitive should land with instead of a shared inbox.
Read the answers the assistant proposes before any customer does, and put the questions you would least like it to answer to it deliberately. Change anything you dislike. Then add one line to your website and it is live. Connecting the site, reviewing and publishing takes ~10 min, and the Free plan is £0 with 50 message credits.
The customer carries on with your team on WhatsApp, with the original question and the details already captured carried across, so nobody restarts the conversation. Limit: changing channel does not answer anything — a person still has to reply, and once your team is writing, the guardrails no longer govern what is said.
Notifies the team that a handover happened, carrying the question that triggered it and the details captured with it, at the address you set — quote enquiries to whoever prices work, sensitive matters to a named person. Limit: an alert is a notification, not a ticket; nothing assigns an owner, queues it or chases an unopened one.
Every handover is readable afterwards in full, including the moment the assistant declined and what it said instead, which is how you check the rules are firing where you meant them to. Limit: review is read-only, so an answer a customer already received cannot be rewritten; you fix the content or the rules for next time.
You set how the assistant sounds, per channel, while the boundaries stay exactly where they are — a warm assistant declines at the same point a formal one does. Limit: tone cannot widen what may be answered, and it cannot narrow it either; changing a guardrail is a deliberate rules change you review, never a side effect of sounding friendlier.
CustomerI've had a throbbing pain in a back tooth since Friday and it's worse at night. Should I be on antibiotics, and can I get seen this week?
AdoomiI can help with the appointment side, and I'll be straight with you about the rest. The practice holds emergency slots each morning and you can be seen without being registered with us.
CustomerYes — Dan Whitfield, mobile is best.
AdoomiThanks Dan. That's with the practice manager now and someone will call you back. If you need the practice before then, the contact details are on our contact page.
Your teamEmail alert to the practice manager, the named person set for anything clinical: Dan Whitfield, throbbing back tooth since Friday, worse at night, asking about antibiotics and an appointment this week. The assistant answered the emergency-slot and registration questions from the website and declined the clinical one. Contact: mobile.
The assistant did not decide the antibiotics question was low-risk and answer it anyway, and it did not refuse the whole message either. The reception-level part was on the practice's own website, so it answered that; the clinical part went to a named person with the enquiry captured. Nothing in this exchange made the practice compliant with anything. It kept the assistant inside the boundary the practice set, and put a human in front of the question that needed one.
Nothing here moderates, filters or blocks the customer's side of the conversation. Someone can type abuse, a clinical description or personal detail you would rather not hold, and the assistant's rules govern only the reply to it. Conversation data is EU-hosted, with GDPR export and deletion built in, which is the control that applies to what arrives.
The assistant stops and routes. It does not answer the question afterwards, and it cannot make your team reply any faster. A customer who asks at midnight gets a captured enquiry and an honest explanation, not a resolution, and if nobody opens the alert, nothing further happens on its own — though the enquiry is still captured and stays in your dashboard.
Adoomi does not make a business compliant with anything, and no setting on this page is legal, clinical or financial sign-off. Regulated-sector templates constrain what an assistant may say, which is one control alongside the ones you already run. The obligations stay yours, and so does the judgement about whether these rules are sufficient for your sector.
The owner's check before go-live is part of the system, not an optional extra. Approve a page that is out of date, or content broader than you meant, and the assistant will answer confidently from it — because that is exactly what you told it to do. Nothing audits your own content for accuracy on your behalf.
Give the wrong WhatsApp number, or route alerts to an inbox nobody watches, and the assistant will still hand over correctly into a dead end. There is no delivery check and no escalation if a handover goes unanswered. The enquiry stays in your dashboard, which is the backstop, not a substitute for a destination someone reads.
Questions outside your approved content become a handover, never a guess. The assistant says it cannot answer, captures the enquiry with contact details and context, and routes it — an email alert to your team, or the conversation continuing on WhatsApp. No price or policy is invented to fill the gap.
Regulated-sector templates narrow the boundary beyond the general rules: a healthcare assistant handles reception questions and never clinical ones, a trades assistant never quotes a price without a site visit. You set the handover rules and review every answer the assistant may give before go-live.
Guardrails assist with your obligations and never replace them. Adoomi does not make any business compliant, and nothing here is legal, clinical or financial sign-off. Hosting is EU-based with GDPR export and deletion built in, and the chat window sets no tracking cookies — but the obligations stay yours.
Guardrails bound the assistant's replies, not the customer's messages. Anyone can type anything into the chat window, including detail you would rather not hold, and nothing moderates or blocks that side. Conversation data is EU-hosted and covered by GDPR export and deletion.
Handovers reach whoever you named: an email alert carrying the question and captured details, a named person for sensitive matters, or the customer continuing on WhatsApp. Reply speed is your team's, because the assistant escalates rather than resolves. An unopened alert still leaves the enquiry in your dashboard.
One credit is one AI answer, so the reply that declines and offers a handover spends a credit; your team's reply afterwards does not. Plans run Free at £0 a month for 50 credits, Local £8 for 200, Growth £20 for 500 and Scale £75 for 4,000. Start free and put your worst question to it before any customer does.
Adoomi starts with your public business knowledge and routes the moments that need a person to your team.