Navigating Tricky Topics with Grace

Keen takes the safety of our users very seriously, including customers and advisors alike. In order to ensure that we have a welcoming platform for all, we created Customer Guidelines as well as Advisor Guidelines to help everyone know what is allowed and not allowed on our platform. That said, we know some customers may miss these documents and may ask you for advice about a situation that is against our policies, so we’ve put together some tips and tricks for navigating these tough situations.

Medical Advice Reminder

As outlined in our Advisor guidelines, Keen does not permit Advisors to provide medical advice. This includes responding to customer questions or making predictions related to pregnancy, fertility, medical outcomes, or alternative treatments.

Clarifying Pregnancy vs. Children Questions

While medical or pregnancy-related questions are not permitted, it's important to recognize the difference between a customer asking about pregnancy versus asking more generally about having children.

If you're unsure of the intent behind a question, you're encouraged to ask the customer to clarify. If they confirm it's pregnancy-related, kindly let them know you're unable to answer due to Keen policy, and gently steer the conversation in another direction.

✅ Do:

Ask the customer to clarify if they’re referring to pregnancy or having children in a broader sense.
Explain that Keen’s policy prohibits medical or pregnancy-related predictions.
Share insights about children in the customer’s life if the question is general (e.g., stepchildren, adoption, or children entering their life through other paths).
Redirect the conversation toward themes like family dynamics, life path, or relationships, when appropriate.

❌ Don’t:

Make predictions about pregnancy, conception, fertility, or childbirth.
Offer timelines for pregnancy or medical procedures.
Give medical advice or suggest alternative medications or treatments.

By taking this approach, you help manage customer expectations while staying compassionate and aligned with Keen’s policies.

Legal Questions

As outlined in our Advisor guidelines, Keen does not permit Advisors to provide legal advice. This includes offering guidance or making predictions related to breakups and divorce proceedings, custody issues, legal outcomes, or any legal actions a client should take. These matters require the expertise of a licensed attorney, and we encourage customers to seek professional legal counsel for such questions.

That said, Advisors can provide valuable spiritual and emotional support to clients facing legal or relationship-related challenges. You are encouraged to offer intuitive insights that help clients navigate emotional pain, support healing, and promote personal growth, especially during difficult transitions such as breakups or divorce.

Do’s and Don’ts for Breakups & Divorce Guidance

✅ Do:

Offer spiritual guidance to help explore their emotional journey and healing process.
Empathize with their situation and provide heartfelt encouragement for their future.
Focus on personal growth and moving forward, helping them take positive steps after a breakup or divorce.
Support them in finding emotional closure, offering insights into letting go and learning from the experience.
Provide spiritual healing to help release negative energy and embrace self-love, forgiveness, and empowerment. (Note: This is not a substitute for medical or mental health treatment.)

❌ Don’t:

Provide legal advice or predict outcomes about divorce, custody, or any legal matter.
Suggest or discuss specific legal actions or details of a case.

If a client shares specifics, kindly explain that these questions fall outside the scope of spiritual guidance and recommend that they speak with a licensed attorney.

Advisors are here to offer compassionate support through emotional challenges, but when it comes to legal issues, clients should always be referred to a qualified legal professional for expert guidance.

Financial Guidance

As outlined in our Advisor guidelines, Keen does not permit Advisors to provide financial advice that would require a professional license. This includes giving specific guidance or predictions about stocks, investments, taxes, retirement planning, or guaranteed financial outcomes.

While Advisors should avoid regulated financial advice, you are welcome to support customers through spiritual or intuitive guidance related to their relationship with money, career paths, or abundance, as long as the conversation remains general and does not cross into licensed financial territory.

Do’s and Don’ts When Responding to Money-Related Questions:

✅ Do:

Offer spiritual or energetic insights around the client’s money mindset.
Help clients explore blocks or fears related to abundance.
Discuss how their energy may be aligning (or misaligning) with financial opportunities.
Guide them in visualizing success or manifesting prosperity in broad, general terms.

❌ Don’t:

Predict stock performance or give investment advice.
Offer tax guidance or assist with tax planning.
Suggest retirement, estate, or savings strategies.
Guarantee financial outcomes or give exact monetary predictions.
Tell a client how to manage or invest their money.

If a customer asks for specific financial advice, kindly let them know that you’re unable to answer those types of questions per Keen policy, and gently redirect the conversation toward the spiritual, intuitive, or energetic aspects of financial well-being.

This ensures compliance while allowing Advisors to provide meaningful and compassionate guidance within Keen’s guidelines.

Suicidal Customers

Sometimes, customers reach out to Keen to discuss life's most difficult struggles, and it’s not uncommon for someone to mention that they are feeling suicidal. We understand that these conversations can be challenging, and it can be difficult to know how to best offer support in such situations.

In these moments, it’s important to remain calm and compassionate. We strongly encourage you to promptly offer the customer the Suicide Prevention Lifeline at 988 or refer them to any other appropriate resources listed in this article. It's essential to ensure they are connected with the right support, and you should never attempt to handle the situation alone. Showing kindness, listening without judgment, and guiding them toward professional help is crucial.

If you ever feel uncertain or uncomfortable during a conversation, do not hesitate to end it as empathetically as possible. Your well-being and that of your customers are top priorities.

Minor in Danger

While situations involving minors in danger are rare, they are extremely serious. If you encounter a scenario where a customer’s inquiry indicates that a minor may be at risk, it is vital that you end the conversation immediately and contact us.

For example, if a customer asks for a reading about a romantic situation involving a minor, this should raise a red flag. Pay close attention to the ages or birthdates shared during the conversation. While you cannot control who reaches out to you or what they ask, we ask that you avoid reading about sensitive situations involving minors.

In such cases, please end the conversation respectfully and notify us right away.

Checklist Summary

	Read the Advisor Guidelines and User Agreement in full before providing advice
	Never provide medical, legal, or financial planning advice to customers under any circumstances
	Refer suicidal customers to the Suicide Prevention Lifeline at 988 or 1-800-273-TALK (8255)
	Contact Keen if a minor is in danger