E-commerce
July 1, 2026
A customer may contact a brand because a photo of them, their child, their team, or their content appears on a website, an advertisement, an email, or a social network. The request may be simple, but it touches on image, consent, and sometimes sensitive rights.
The chatbot must quickly recognize the subject, collect useful information, and transfer it to the right contact person. It must not promise an immediate removal without verifying where the image is published and who can take action.
This guide explains how to handle image rights requests with an AI chatbot, with respect and caution.
Summary
Why is the right to one's image a sensitive issue?
An image can expose a person in a context they do not wish. Even if the publication comes from an old campaign, client content, or a partner, the request must be taken seriously.
The chatbot must avoid defensive responses. It must acknowledge the request, explain the procedure, and escalate quickly.
When a person requests the removal of an image, the first response must be respectful and action-oriented.
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Which requests should be recognized?
The bot must recognize requests for photo removal, withdrawal of consent, use of a child's image, use of customer content, advertising publication, image on a product sheet, or distribution by a partner.
It must also detect indirect formulations: "I no longer want to appear", "you are using my photo", or "remove this image".
What information should be collected?
The chatbot may ask where the image appears, the link, a screenshot, the approximate date, the account or campaign concerned, and the connection between the person contacting and the image.
It must avoid asking for sensitive documents in the chat if the procedure provides for a secure channel.
How to respond tactfully?
The message must acknowledge the request without taking a position too early on the merits. The bot can say: "I understand your request. I will forward the necessary information to the relevant team for verification."
This approach avoids minimizing the problem while allowing the team to verify rights, consent, and distribution channels.
When does the urgency increase?
The urgency increases if the image involves a minor, a sensitive situation, an active advertisement, a high-visibility campaign, impersonation, or a legal request.
In these cases, the chatbot must transfer with priority and avoid multiplying unnecessary exchanges.
Which flow to follow?
The flow must qualify without judging.
Recognize a request for image rights or content removal.
Collect the link, the medium, the screenshot, and the minimum context.
Identify warning signs of urgency or sensitivity.
Explain that the team must verify the request.
Forward to support, legal, or marketing as appropriate.
Which messages should be used?
For a removal: "I understand your removal request. Can you indicate where the image appears so that the team can quickly verify?"
For a sensitive image: "Since this request concerns a personal image, I am forwarding it to the right department with priority."
For a partner: "If the image appears on a partner platform, the team will verify the relevant channel and the possible actions."
When to transfer?
All image rights requests must be forwarded if they concern a removal, disputed consent, a minor, advertising, partner content, or a legal request.
The bot must transmit the link, the screenshot, the medium, the person concerned, the urgency, and the summary of the request.
Which KPIs should be monitored?
Track take-down requests, sensitive images, affected media, handling times, partner requests, and legal escalations.
This data helps identify channels where image rights need to be better documented.
Which mistakes should be avoided?
Avoid automatically refusing, promising an immediate removal, asking for too much personal data, or treating a minor's image as an ordinary marketing request.
The chatbot must show that the request is being taken seriously, while leaving verification to the competent teams.
How can Qstomy help?
Qstomy can connect the chatbot to support rules, customer context, and useful data to respond clearly, then transfer sensitive cases with an actionable summary.
The chatbot helps the customer move forward without exposing unnecessary data or making a decision that must remain human.
Explore AI support, the AI sales agent, or request a demo.
Key takeaways
To remember
An image right request must be recognized and transferred quickly along with the useful elements.
What the customer must understand
The customer must understand that their request is being taken seriously, that the relevant media will be checked, and that an authorized team will respond.
The right limit of the chatbot
The chatbot can qualify and reassure, but it must not decide on consent alone or promise immediate withdrawal.
Enzo
July 1, 2026
