Managing Policies

This guide covers how to create, edit, and delete the policy rules that govern your AI’s behaviour.

Creating a new policy

1. Go to Policies in the sidebar.
2. Click + New rule in the top-right corner.
3. Fill in the following fields:
   • Topic — Select the category this rule applies to
   • Rule text — Write the specific instruction the AI must follow
   • Conditions (optional) — Add criteria that determine when the rule applies
4. Click Save to create the policy.

New policies you create are active immediately — the AI will start following them on the next conversation.

Available topics

Topics categorise your policies so the AI can find the right rules for each conversation. The available topics include:

• Returns — Return and refund handling
• Shipping — Delivery, tracking, and logistics
• Pricing — Price quotes, discounts, and wholesale terms
• Warranty — Warranty claims and coverage
• Support — General support escalation and handling
• Account — Account management and access
• Credit — Payment terms, credit limits, and extensions
• Billing — Invoicing and payment issues

Additional topics may be available depending on your workspace configuration.

Writing effective rules

Be specific and actionable. Tell the AI exactly what to do. Instead of “Be careful with large orders”, write “For orders exceeding EUR 10,000, confirm the delivery address with the customer before processing.”

Use clear thresholds. When a rule depends on a value, state the exact number. “High-value orders” is ambiguous — “Orders above EUR 5,000” is precise.

State what to do, not just what to avoid. Instead of “Don’t process returns without an RMA”, write “Ask the customer for their RMA number before proceeding with a return. If they do not have one, explain how to request one.”

Keep rules focused. Each policy should cover one rule. If you have multiple rules for the same topic, create separate policies for each.

Adding conditions

Conditions make a policy apply only in specific situations:

1. When creating or editing a policy, click Add condition.
2. Define the criteria (e.g. “order value exceeds EUR 2,000”).
3. The AI will only follow this rule when the condition is met.

Without conditions, a policy applies to every conversation that matches its topic. Use conditions to avoid overly broad rules that trigger too frequently.

Editing an existing policy

1. Find the policy in the Policies list.
2. Click the edit icon on the policy row.
3. Update the topic, rule text, or conditions as needed.
4. Click Save to apply your changes.

Changes take effect immediately on new conversations.

Deleting a policy

1. Find the policy in the Policies list.
2. Click the delete icon on the policy row.
3. Confirm the deletion when prompted.

Once deleted, the AI will no longer follow that rule. If you are unsure whether a rule is still needed, consider archiving it instead of deleting it so you can restore it later if necessary.