Answer Rules

Answer rules define how the agent speaks and where it stops. Open Answer rules in the workspace sidebar to edit the agent persona.

Role template

Start from a system preset, then adjust the wording for your business. Available templates: Website support assistant, Admissions consultant, Pre-sales consultant, Course advisor, Support specialist, and Business service consultant.

Persona fields

• Identity — who the agent is and which site it represents.
• Responsibilities — what the agent should help with and answer first.
• Tone style — how replies should sound: concise, natural, conclusion first.
• Forbidden rules — what the agent must never invent, such as prices, guarantees, contact methods, or internal implementation details.
• Conversion strategy — when the agent should guide a visitor to leave contact details, and when it should not.

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.

Review loop

Use Operations center → Conversation records to find weak answers, and Optimization suggestions for proposed fixes. If the agent lacks facts, update Knowledge first. If the agent has the facts but responds in the wrong way, update answer rules.