E-commerce
July 1, 2026
"Your last response was insulting." The bot moves on to delivery or justifies itself. The customer opens an off-air ticket.
An e-commerce AI chatbot inappropriate response recovery recognizes the incident, apologizes, corrects the actual need, logs the event, and routes to a human if P1, without defending the previous response.
This guide #914 covers intents bot_inaprec_*, flow INAPRECBOT IRB-1 to IRB-8, and guardrails INAPPROPRIATE-RECOVERY-GATE. Bot pair from playbook OFFAIRESP (#913). Use case: conversational recovery after AI incident.
Summary
Why manage recovery on the bot side?
Inappropriate response complaints often arrive in the same chat. Without flow recovery, the bot ignores the incident or repeats the mistake. INAPPROPRIATE-RECOVERY-GATE reduces offair_ #913 tickets.
What tier 1 bot recovery resolves
Recognize incident: detect tonal complaint
Sincere apologies: apologize copy map
Correct the need: answer the actual topic
Prevent recurrence: prevent_copy actions
Handoff P1: human if offensive viral
DTC retail example
DTC, recovery gate widget. inaprec_bot_recovery_deflect +44%, inaprec_bot_defend_attempts 0 in 4 weeks.
INAPRECBOT #914 vs OFFAIRESP #913, CHATMIS #879, HALLU #123 and HANDOFF #12
Seven bot incident contents, seven distinct roles.
Quick Matrix
#914 INAPRECBOT: detect apologize correct prevent tier 1 recovery bot
OFFAIRESP #913: crisis agents P1 viral legal OA-5
CHATMIS #879: distinct misunderstanding offensive tone
HALLU #123: distinct false info awkwardness
HANDOFF #12: general human handoff rules
Governance #142: recurring incident supervision
Improvement #880: post-incident product loop
Pipeline: tonal complaint widget → #914 tier 1 → handoff #913 if P1 or complex ticket.
Which bot_inaprec_* intents should be configured?
Eight recovery intents mapped OFFAIRESP-MAP #913.
Eight bot_inaprec intents
bot_inaprec_detect_trigger: detect previous response complaint
bot_inaprec_acknowledge: acknowledge_copy wound
bot_inaprec_apologize: apologize_copy sincere map
bot_inaprec_correct_need: answer actual grounded need
bot_inaprec_prevent_recurrence: prevent_copy actions map
bot_inaprec_human_handoff: P1 offensive viral legal
bot_inaprec_vs_misunderstand: reroute CHATMIS #879
bot_inaprec_feed_loop: consume LOG #913 apologize_copy
Each recovery logs incident_id intent offair_* deflect_or_handoff.
How should OFFAIRESP-MAP #913 be consumed?
The bot reads OFFAIRESP-MAP #913 + bot fields: acknowledge_copy, apologize_copy, prevent_copy, severity_rules, human_handoff_url, incident_log_flag, correct_need_policy, policy_link.
Guardrails recovery bot
INAPPROPRIATE-RECOVERY-GATE: recovery flow before next topic
NEVER-DEFEND-BOT: do not justify previous response
APOLOGIZE-BEFORE-EXPLAIN-BOT: apologies before AI context
INCIDENT-LOG-BOT: mandatory log for each recovery
P1-HUMAN-HANDOFF-BOT: immediate offensive viral legal
CHATMIS-REROUTE-BOT: misunderstanding → #879
HALLU-REROUTE-BOT: false info → #123
OFFAIRESP-FEED-LOOP-BOT: LOG #913 enriches apologize_copy
INAPRECBOT-SUP Policy in Six Rules
Six rules for responsible recovery on the widget side.
INAPPROPRIATE-RECOVERY-GATE: detect priority tonal complaint
NEVER-DEFEND-BOT: acknowledge and apologize first and foremost
CORRECT-NEED-GROUNDED: real need from policy map
INCIDENT-LOG-BOT: each recovery logged
P1-HUMAN-HANDOFF-BOT: severity P1 route #913 agent
OFFAIRESP-FEED-LOOP-BOT: LOG #913 widget review within 48 hours
Flow INAPRECBOT IRB-1 to IRB-8
Eight-step flow: incoming complaint detect acknowledge apologize correct prevent log handoff.
IRB-1 Ingest: insulting hurting inappropriate message bot
IRB-2 Classify: inaprec_* vs chatmis #879 vs hallu #123
IRB-3 Detect: INAPPROPRIATE-RECOVERY-GATE trigger
IRB-4 Apologize: acknowledge apologize tier 1
IRB-5 Correct: correct_need grounded policy
IRB-6 Prevent: prevent_recurrence copy actions
IRB-7 Handoff: P1 human_handoff agent #913
IRB-8 Log: recovery_deflect defend_attempts incident_log
TPL-INAPREC-APOLOGIZE Example
"We are sincerely sorry. This response was not acceptable. Let's resume your request: {{besoin_ru00e9el}}. Measures: {{prevent_copy}}."
TPL-INAPREC templates and touchpoints
Four short recovery embed templates.
TPL-INAPREC-ACKNOWLEDGE
[acknowledge_copy map.] Priority RECOVERY-GATE.
TPL-INAPREC-APOLOGIZE
[apologize_copy map.] NEVER-DEFEND. APOLOGIZE-BEFORE-EXPLAIN.
TPL-INAPREC-CORRECT
[correct_need grounded.] Delivery return policy map.
TPL-INAPREC-PREVENT
[prevent_copy map.] Incident logged. Team alerted.
Touchpoints
“Your bot insulted me”: apologize + P1 handoff
“Hurting response”: acknowledge apologize correct
“Will it happen again?”: prevent_recurrence
LOG OFFAIRESP #913: feed_loop apologize_copy
Edge cases: mid-flow incident, repeat offense, client refuses bot
Five cases outside the standard flow.
Second offense same session: P1 immediate handoff INCIDENT-LOG
Customer refuses any bot: human_handoff without insisting correct
Social media threat: P1 agent #913 offair_viral_escalate
Confusion misunderstanding: #879 CHATMIS
Offair_ ticket despite bot: feed_loop review recovery gaps
Essential inaprec_bot KPIs
Five INAPRECBOT steering metrics and correlation #913.
inaprec_bot_recovery_deflect: incidents resolved without an offair_ ticket
inaprec_bot_apologize_rate: % recovery with tier 1 apologize
inaprec_bot_defend_attempts: target 0 bot justification
inaprec_bot_incident_log_rate: % recovery logged IRB-8
inaprec_bot_p1_handoff_sla: % P1 handoff < 60 s widget
Target: defend_attempts at zero and recovery_deflect on the rise.
INAPRECBOT Anti-patterns
Five frequent recovery bot errors.
Ignoring tonal complaint: RECOVERY-GATE mandatory
Defending the bot: NEVER-DEFEND never "it's a robot"
Apologizing after explanation: APOLOGIZE-BEFORE-EXPLAIN
No incident log: systematic INCIDENT-LOG-BOT
Delaying P1 handoff: offensive viral under 60 s
INAPRECBOT with Qstomy
Qstomy on Shopify: OFFAIRESP-MAP sync #913, templates acknowledge apologize prevent, incident log, P1 handoff, KPI inaprec_bot dashboard.
Scenario: DTC, 3 tickets/month offair. Recovery gate tier 1. inaprec_bot_recovery_deflect +44%, offair_ tickets -41% in 4 weeks.
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Checklist, FAQ and going further
INAPRECBOT Checklist (8 steps)
Sync OFFAIRESP-MAP #913: apologize prevent severity handoff
Policy INAPRECBOT-SUP: 6 RECOVERY-GATE NEVER-DEFEND rules
8 intents bot_inaprec_*: flow IRB-1 to IRB-8
4 templates TPL-INAPREC-*: ACKNOWLEDGE APOLOGIZE CORRECT PREVENT
policy_link: public AI conduct page
human_handoff: route #913 P1 configured
Red team recovery: defend test P1 handoff apologize
KPI Dashboard: inaprec_bot_* section 9 + delta offair_
FAQ
Difference #913?
#913 = P1 viral legal crisis agents. #914 = tier 1 bot apologize correct prevent.
Difference #879?
#879 = misunderstanding. #914 = offensive response recovery.
Can the bot handle P1 alone?
Non offensive viral legal. Immediate P1-HUMAN-HANDOFF #913.
Correct without apologizing?
No. APOLOGIZE-BEFORE-EXPLAIN mandatory.
Going further
This week: sync OFFAIRESP-MAP #913, apologize prevent templates, P1 handoff, measure inaprec_bot_recovery_deflect.
Enzo
July 1, 2026
