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Client opt-outs

The RICS Standard requires firms to disclose AI use and honour client opt-outs. Chronity makes the honouring automatic — your job is just to keep the list.

You'll find it as the Client opt-outs tab on the Compliance dashboard.

How it works

When a client tells your firm they don't want AI used on their matters, you add them to the opt-out list with a set of distinctive keywords — the company name, key property or estate names, their email domain, a matter reference. From then on, Chronity scans the content of every AI action against the active keyword list and:

  • Hard-blocks client-facing actions — drafting an email, creating a calendar event, sending a Teams message — outright. Claude is told it can't, and the attempt is recorded.
  • Soft-warns on everything else. The work proceeds but is flagged, and the surveyor sees a one-off warning so they can stop and check whether the work really relates to that client.

Every scan outcome is written onto the observation, so the firm can prove an opt-out was actually enforced — not just promised.

Adding a client

Use the add dialog. Give the client a name and a list of keywords. Choose distinctive keywords: "Smith" will match half your matters; "Blackwell Estate probate" or "@blackwell-family.co.uk" will match the right one. The dialog has a test-your-keywords affordance — it checks your proposed keywords against every active opt-out before you save, so you can see what they'd catch (and whether they'd clash) without guessing.

Maintaining the list

  • Deactivate an opt-out rather than deleting it when a client withdraws the request — the history of when an opt-out was in force is itself audit evidence. There's a "show deactivated" view so the list stays clean but the record survives.
  • Keep it current. An opt-out is only as good as the keywords; if a client's matters get a new project name, add it.

This is a real control, not a setting

A blocked action means Claude genuinely refused to do client-facing work for that client. That's the point — but it does mean a too-broad keyword can block legitimate work for other clients. Use the test affordance, prefer specific keywords, and review the list when something unexpectedly won't draft.

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