A refusal reasons library is the approved set of reasons an AI support agent gives when it declines a request. Each entry pairs a refusal code with the rule behind it, the customer-facing wording, the next step offered, and who can override it. The template below gives those fields, guidance for each, and a filled example to adapt.
What problem does a refusal library solve?
An agent that refuses without a reason leaves the customer stuck and your team guessing. An agent that invents its own reason is worse: it may cite a policy that does not exist or describe a real one wrongly. The library fixes both by making every refusal traceable to a rule someone owns.
It also changes how refusals feel to the customer. A clear "no, because, and here is what you can do instead" is a complete answer. That is the argument in a refusal with a reason is good service, and it is why the library sits at the centre of the AI support agent that knows when to say no.
When should you build it?
Build it before launch, from two sources. First, the policies that restrict what support can do: fee waivers, data disclosure, account changes, refunds outside terms. Second, your existing queue: look for the requests your human team already declines and note how the best of them phrase it.
Keep it alive afterwards. Each time QA finds a refusal the agent handled badly, the fix is usually a new or reworded entry. The support QA scorecard template has a line for exactly this.
How do you fill in each field?
- Rule reference must point to a real clause in a real document. If the agent reads policies directly, use the same reference the policy library uses; connecting an AI agent to your policy library covers how.
- Trigger describes the request in the customer's terms, not the policy's. "Can you tell me my husband's balance?" not "third-party disclosure request".
- Customer wording gives the reason in one plain sentence. Avoid "for security reasons" on its own; say what the security reason is where you safely can.
- Next step is mandatory. Every refusal offers something: a form, a person, a timeframe, a different route.
- Override names who, if anyone, can reverse the refusal. Some refusals are final for everyone; others can be lifted by a supervisor. The question is covered in who can override an AI agent's refusal.
The refusal reasons library template
| Field | Guidance |
|---|---|
| Refusal code | Short, stable reference, such as R-ID-02 |
| Category | Identity, data, money, policy, scope, safety |
| Trigger | What the customer asks, in their words |
| Rule reference | Document and clause the refusal rests on |
| Customer wording | One-sentence reason, plain language |
| Next step offered | Alternative route, form, person or timeframe |
| Escalate to a person? | Always, on request, or never |
| Override | Role that may lift it, or "none" |
| Logged as | The verdict recorded: refused or held |
| Owner | Person who owns the rule |
| Last reviewed | Date checked against the current policy |
A filled example
A hypothetical building society's support agent, five entries.
| Code | Trigger | Rule | Customer wording | Next step | Override |
|---|---|---|---|---|---|
| R-ID-01 | Account question before identity check | Customer verification procedure, s.2 | "I need to confirm it's you before I can talk about this account." | Start the verification steps | None |
| R-DA-03 | "What's my partner's balance?" | Data protection policy, third parties | "I can only discuss an account with its holder or someone they've authorised." | Explain how to add a third-party authority | None |
| R-MO-02 | Waive an arrears fee | Fees policy, s.4 | "I can't waive fees, but a colleague can review your situation." | Hand to the financial support team | Financial support team |
| R-PO-05 | Early access to a fixed-term savings product | Product terms, early access clause | "This account doesn't allow withdrawals before the end date." | Explain the closure option and its penalty, then offer a person | Savings team lead |
| R-SC-01 | Mortgage advice | Scope of support, advised sales excluded | "I can't give mortgage advice. Our advisers can." | Book an adviser appointment | None |
R-ID-01 links to the identity verification script template for support agents, which carries the steps the agent starts. R-MO-02 shows that a refusal can still be the start of help: the agent cannot waive the fee, but the customer reaches someone who can.
Questions people ask
How many refusal codes does a support agent need?
Most start with twenty to forty. Fewer than that usually means categories are too broad and the reasons too vague; far more usually means near-duplicates that should be merged.
Should the agent ever refuse without giving a reason?
Rarely, and only where the reason itself would cause harm, such as tipping off someone about a fraud or financial crime investigation. Those entries should say "reason withheld" explicitly and route to a specialist team.
Can the agent rephrase the approved wording?
Light adaptation to the conversation is fine; changing the substance is not. Test for drift during QA by comparing live refusals against the library wording.