Filtering internal content from voice agent responses

The HOAi voice agent now recognizes content marked "Internal Only" and will not surface that information to callers or homeowners. No configuration is required unless you want to restrict specific content.

Any content in the Homeowner Additional Information or Association Additional Information section that contains the phrase Internal Only (case-insensitive) is now automatically excluded from any response the voice agent shares with a caller. This gives your team a straightforward way to keep internal notes private without restructuring how information is stored.

All other content in those sections continues to be treated as public and remains available to the agent. Nothing else about how the agent references Additional Information has changed.

Marking content as internal

To prevent specific information from being shared with callers, include the phrase Internal Only anywhere in the relevant group name or field title. The format is flexible — all three variations below are recognized:

Assessments (Internal Only), Assessments – Internal Only, Assessments Internal Only

Option 1

Restrict an entire Additional Information section

Add "Internal Only" to the group name to make the entire section private. Group names can be edited directly within the Association Additional Information or Homeowner Additional Information field, or by navigating to Settings → Custom Info → Association Info Group or Homeowner Info Group.

Option 2

Restrict a specific Additional Information item

Add "Internal Only" to an individual field title to restrict just that item. Field names can be updated by navigating to Settings → Custom Info → Association Info Field or Homeowner Info Field. For example: Pets (Internal Only), Pets – Internal Only, or Pets Internal Only.
 

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