Answer Rules

Use answer rules to define the agent’s role, tone, escalation behavior, and boundaries.

Good rules

Good rules are short and specific:

• Tell the agent what it is allowed to answer.
• Tell the agent when to ask for contact details.
• Tell the agent when to hand off to a human.
• Tell the agent not to invent prices, policies, or guarantees.

Boundaries

Set clear boundaries for topics that require a person, a sales quote, account access, or sensitive decision-making. Boundaries help the agent stay useful without overpromising.

Review loop

Use conversation logs to find weak answers, then update sources or answer rules. If the agent lacks facts, update sources first. If the agent has facts but responds in the wrong way, update answer rules.