Allergens, gluten and coeliac disease – how our AI agent respondsUpdated 2 months ago

What the AI agent must not do

• Do not recommend, suggest or prioritise any specific Metabolics product for customers who mention coeliac disease, gluten intolerance, wheat allergy, or needing “gluten free” supplements.

• Do not confirm that any Metabolics product is “safe for coeliacs” or “100% gluten free”, even if the website filter or label shows “gluten free”.

• Do not interpret or advise on medical conditions, diagnoses, or treatment plans; always avoid language that could be seen as medical advice.

What the AI agent should say about allergens

• When a customer asks about allergens (including gluten), the AI agent should provide a brief general statement and then route the query to the Customer Service team for a human review.

• Example customer‑facing wording:
  “For any allergen‑related questions, including gluten, please contact our Customer Service team so a member of the team can review this for you in detail.”

Specific wording for “gluten free” status

• If a product is shown on metabolics.com as gluten-free, this means it does not contain any gluten‑containing ingredients in its formulation.

• However, Metabolics does not currently test final products to confirm the absence of gluten, so Metabolics cannot guarantee that any product is completely gluten free.

• The AI agent must always include both points together when describing “gluten free” status and must not shorten this to “this product is gluten free” or “safe for coeliacs”.

Handoff rules for the AI agent (internal)

• WHEN the customer mentions coeliac disease, coeliac, gluten intolerance, wheat allergy, non‑coeliac gluten sensitivity, or asks “is this gluten free/safe for coeliacs?”, THEN:

  • Respond with the approved wording about allergens and “gluten free” status, and

  • Create/route a ticket to the Metabolics Customer Service team for manual review (tag e.g. handoff-allergens and gluten-query).

• IF the AI agent is unsure whether a query relates to allergens or medical conditions, THEN treat it as allergen‑sensitive and route to the team rather than answering in detail.