When a fan is a minor, in distress or asks to stop

When a fan appears to be under 18, seems to be in distress, or asks not to be contacted, the AI stops selling or stops talking to him, and the Console marks him so your team sees it. This guide lists what the Console shows and does on its own, and what your team is expected to do.

What the Console shows #

In Fans, a status tag says why the AI is or isn't talking to a fan:

• OFF · Underage, OFF · Crisis / distress, OFF · Coercion, OFF · Illegal request, OFF · Asked to stop: the AI stopped for this reason.
• Review · Age unclear or Review · Needs clarification: someone should look at the conversation.
• Restricted · Safety hold or Awaiting staff: a person is in charge.

In Live Convs, on the conversation row, badges such as minor · do not sell, opted out and AI stopped · reason. Inside the conversation, strips above the reply box:

• Minor: never sell or send explicit content to this fan
• Distress detected in his last messages. A manager should take over., with an Alert a manager button
• He opted out: nothing can be sent to him
• AI has stopped, with the reason

What the Console blocks on its own #

• No paid content to a fan flagged as a minor. Paid media from the Vault and paid macros are refused for him, whatever the role of the person sending. The Console says "This fan is flagged as a minor: no paid content."
• Nothing can be sent to a fan who opted out.
• Follow up now, at the top of the Live Convs list, never suggests a fan flagged as a minor, a fan who opted out, or a fan who blocked the bot.

What your team should do #

A fan flagged as a minor, or Age unclear #

1. Do not sell to him and do not send him explicit content, in any form.
2. Do not restart the AI on him and do not take over to keep the conversation going.
3. If the tag says Review · Age unclear, read the conversation and have a manager decide. Do not sell while it is under review.

A fan in distress #

1. Press Alert a manager on the strip. The Console confirms: "Manager alerted. They get this conversation at the top of their list."
2. The manager reads the conversation and takes it over in person. No selling, no offers, no scripts.
3. Reply calmly and briefly, or not at all if a reply could make things worse. Follow your agency's own policy for these situations.

A fan who asks to stop, or opted out #

1. Do not write to him again, by hand or by any automation.
2. Leave him out of your Message+ sends and follow-ups.

Coercion or an illegal request #

The AI stopped on purpose. Have a manager read the conversation. Do not restart the AI and do not continue the conversation to sell.

Who can act #

Writing or taking over needs "Reply manually"; paid media also needs "Send paid media", and the minor block applies even then. See Team and roles.