How to choose which numbers the AI ignores or serves
Make the AI not reply to suppliers or coworkers, limit the AI to a list of numbers during testing, and remove numbers from the lists.
2 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
In Who the AI serves there are two lists. Ignored: the AI does not reply to these numbers (good for suppliers, family members, and your own team). Allowed: if there is any number there, the AI, flows, and automations reply only to them (good for testing before releasing to everyone).
Where to find it in Cognizy
Before you start
- Only the owner and administrators can change these lists.
- Enter the number with country code and area code, numbers only. Example: 5511987654321.
Step by step
- Step 1:
Open . In the Ignored tab, click Add number.
- Step 2:
Enter the Phone and, if you want, a Name (optional) to remember who it is. Click Add.
- Step 3:
The number is added to the Ignored list. From now on, the AI does not reply to messages from that number; the team can still see and reply to the conversation.
- Step 4:
To have the AI serve only some numbers, open the Allowed tab and add the numbers the same way. With at least one number on the list, the AI, flows, and automations reply only to them; with the list empty, they reply to everyone.
- Step 5:
To remove a number from either list, click Delete on its row and then click Confirm.
How to know it worked
The list shows the numbers you left there. Messages from ignored numbers reach the team without an AI reply; with the allowed list filled, only the numbers on it receive an automatic reply.
If something goes wrong
The AI stopped replying to everyone.
Check the Allowed tab: if there is any number there, only those numbers receive a reply. Empty the list to go back to replying to everyone.
The number was added and the AI keeps replying.
Check whether the number has the country code (55) and area code, exactly as it appears in the conversation.
Next step
Turn on the satisfaction survey at the end of the service.
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