E-commerce
July 1, 2026
"The bot repeated the name of the intimate product in the chat in front of my roommate." "The AI asked for my detailed symptoms when it was a question about discreet delivery." "The chatbot gave health advice without escalating to #119." Three failures where a poorly calibrated sensitive product bot violates discretion or collects intimate data without safeguards.
A sensitive products AI chatbot does not replace SENS agents (#649). It reads SENS-MAP, responds in a neutral tone, cites billing_descriptor return_discreet and handoff sens_regulated_overlap or privacy breach to humans.
This guide #650 covers intents bot_sens_*, flow SENSbot and KPI sens_bot. Companion bot to the SENS playbook (#649). Responsible AI usecase: reassuring discretion without collecting or revealing intimate details.
Summary
Why automate the concealment of sensitive products with a bot?
"Discreet delivery?", "What will my statement show?" and "Is discreet return possible?" are common questions before purchasing sensitive categories. A calibrated bot cites SENS-MAP customer_copy_pdp billing_descriptor return_discreet without explicitly naming the product in the chat.
What the tier 1 pre-purchase bot resolves
Discretion explained: customer_copy_pdp journey map
Bank statement: billing_descriptor_map cites map
Discreet return: return_discreet_policy map
Neutral packaging: disc_pkg_program_link #647 map
Neutral tone: agent_tone_guidelines chat map
Tidio estimates that a tier 1 privacy bot reduces pre-purchase discretion tickets by 38 to 52% vs static FAQ (Tidio, chat stats 2026).
SENSbot vs SENS #649, DISCPKG #648, REG #119 and rx #610
Five contents, five distinct confidentiality layers.
Quick matrix
#650 SENSbot: tier 1 bot discretion neutral tone escalate handoff
DISCPKG bot #648: outer box limits distinct global journey
REG bot if existing: #119 claims disclaimers distinct discretion
Rx bot #610: strict health data handoff distinct SENS
Pipeline: #650 bot discretion tier 1 → checkout → #649 agents return billing privacy escalate.
Which bot_sens_* intents should be configured?
Eight sensitive product bot intents mapped to sens_* typologies #649.
Eight bot_sens intents
bot_sens_explain : discretion customer_copy map flow
bot_sens_packaging : disc_pkg_program_link #647 reroute map
bot_sens_billing : billing_descriptor_map statement map
bot_sens_return : return_discreet_policy return map
bot_sens_communication : email_subject_neutral tone map
bot_sens_delivery_fear : fear neighbor limits quote map
bot_sens_regulated : regulated_overlap handoff #119
bot_sens_handoff : privacy breach return dispute → #649
Tier 1 auto : explain, billing, return, communication, delivery_fear if SENS-MAP.
bot_sens_regulated medical claims → #119. bot_sens_handoff breach → agents #649 payload.
How should SENS-MAP #649 be consumed?
The bot reads SENS-MAP #649: sens_category_id, eligible_categories_skus, disc_pkg_program_link, email_subject_neutral_map, billing_descriptor_map, return_discreet_policy, agent_tone_guidelines, data_minimization_rules, regulated_overlap_flag, customer_copy_pdp.
Lookup grounded
Category detect: SKU collection → sens_category_id map
NEUTRAL-TONE-BOT: agent_tone_guidelines chat map only
NO-EXPLICIT-PRODUCT-BOT: no explicit product name chat
DATA-MINIMIZATION-BOT: do not collect intimate details map
NO-MEDICAL-ADVICE-BOT: claims → REG119-REROUTE #119
DISCPKG648-REROUTE-BOT: outer box only → #648 distinct path
SENS649-HANDOFF-BOT: breach litige → #649 agents SN-7
Alignment anti-hallucination (#123) and responsible AI (#610): discretion = SENS-MAP whitelist, do not invent descriptor.
SENSBOT-SUP policy in six rules
Six rules bot sensitive products safe.
SENS-MAP-GROUNDED-BOT: billing return tone from map only
NEUTRAL-TONE-BOT: neutral tone agent_tone_guidelines map
NO-EXPLICIT-PRODUCT-BOT: no intimate product name chat object
DATA-MINIMIZATION-BOT: do not collect symptoms intimate details
REG119-REROUTE-BOT: medical claims regulated_overlap handoff
PRIVACY-HANDOFF-BOT: breach dispute return → #649 agents
Flow SENSbot SNB-1 to SNB-8
Eight-step flow bot discretion sensitive product.
SNB-1 Classify: bot_sens_* intent detect pre- or post-purchase
SNB-2 Collect: category sku minimal no intimate details
SNB-3 SENS-MAP: billing return tone disc_pkg regulated flag
SNB-4 Guardrail: NEUTRAL-TONE NO-EXPLICIT DATA-MINIMIZATION
SNB-5 Respond: TPL-SENSbot grounded map neutral tone
SNB-6 Reroute: packaging #648 claims #119 if applicable
SNB-7 Handoff: privacy breach return dispute → #649
SNB-8 Log: intent sens_category_id tag sens_bot neutral Y/N no intimate PII
Example TPL-SENSbot-EXPLAIN
"Your order is processed with discretion: [customer_copy_pdp map]. Parcel [disc_pkg_program_link map]. Statement [billing_descriptor_map map]. Return [return_discreet_policy map]. Neutral conversation tone. Bot does not collect intimate personal details. Health questions: specialized agent."
TPL-SENSbot templates and touchpoints
Four essential templates.
TPL-SENSbot-EXPLAIN
Discretion [sens_category_id] : [customer_copy_pdp map]. Neutral subject email [email_subject_neutral_map map]. Statement [billing_descriptor_map map]. Return [return_discreet_policy map].
TPL-SENSbot-NEUTRAL
Conversation and emails: tone [agent_tone_guidelines map]. No explicit product name. NO-EXPLICIT-PRODUCT-BOT. DATA-MINIMIZATION: no personal details needed for this question.
TPL-SENSbot-BILLING
Bank statement: descriptor [billing_descriptor_map map]. No full product name. [If PSP question: handoff #649 sens_billing.]
TPL-SENSbot-HANDOFF
Request [privacy breach / return dispute / explicit email] forwarded to team. Order [order_ref if provided]. Agent processing time [handoff_sla map]. Neutral conversation maintained.
Touchpoints
Sensitive categories PDP: bot_sens_explain embed discretion badge
Pre-pay checkout: bot_sens_billing bot_sens_return proactive
Wellness/intimate cart: bot_sens_delivery_fear limits quote
Post-purchase email concern: bot_sens_communication handoff if breach
Edge cases and reroutes
Five cases outside tier 1 sensitive bot standard.
Outer box only: DISCPKG648-REROUTE-BOT #648 limits outer
Health effect question: REG119-REROUTE-BOT #119 disclaimers
Prescription upload: #610 RX bot handoff strict
Printerless return: #636 PRTLESSbot + return_discreet map
Customer shares symptoms: DATA-MINIMIZATION stop collect REG119 handoff
Bot never logs intimate session details: SNB-8 no PII intimate tag audit.
Essential bot-direction KPIs
Five SENSbot steering metrics.
sens_bot_explain_deflect: explain discretion resolved without agent
sens_bot_neutral_tone_rate: % NEUTRAL-TONE map responses
sens_bot_handoff_rate: regulated breach / total sens bot
sens_bot_explicit_product_violations: sensitive product name chat audit target 0
sens_bot_data_collect_violations: sensitive details requested audit target 0
Target: sens_bot_explicit_product_violations 0 and sens_bot_neutral_tone_rate higher than 95%.
SENSbot anti-patterns
Five common errors bot sensitive products.
Explicit product name chat: NO-EXPLICIT-PRODUCT-BOT neutral category
Collect intimate symptoms: DATA-MINIMIZATION-BOT handoff #119
Health advice bot: REG119-REROUTE NO-MEDICAL-ADVICE
Invented descriptor: SENS-MAP-GROUNDED-BOT billing only
Confuse packaging #648: DISCPKG648-REROUTE outer distinct global
SENSbot with Qstomy
Qstomy on Shopify: detect bot_sens intent, SENS-MAP RAG grounded, neutral tone guardrails, DATA-MINIMIZATION no intimate PII, handoff #649 privacy breach payload.
Pipeline: #650 bot discretion tier 1 → #649 agents return billing privacy escalate.
Explore AI support and request a demo.
Checklist, FAQ and going further
SENSbot Checklist (8 steps)
Sync SENS-MAP #649: RAG bot PDP checkout widget
SENSBOT-SUP Policy: 6 NEUTRAL-TONE DATA-MINIMIZATION rules
8 bot_sens_* intents: flow SNB-1 to SNB-8
4 TPL-SENSbot-* templates: EXPLAIN NEUTRAL BILLING HANDOFF
PDP embed widget: bot_sens_explain sensitive categories
Intimate no PII session: SNB-8 log audit guardrails
Red team 15 prompts: explicit product name symptoms collection health advice
KPI Dashboard: sens_bot_* section 9 violations
FAQ
Difference #649?
#649 = agents return billing privacy breach escalate. #650 = bot tier 1 discretion neutral tone handoff.
Does the bot name the intimate product?
No. NO-EXPLICIT-PRODUCT-BOT. Neutral category customer_copy map.
Health effect question?
bot_sens_regulated REG119-REROUTE-BOT #119 disclaimers handoff.
Difference from DISCPKG bot #648?
#648 = outer box limits. #650 = full journey email statement return tone.
Go further
This week: index SENS-MAP RAG, embed PDP discretion widget, red team explicit product name bot.
Enzo
July 1, 2026
