What to put in rules
Good rules are specific, action-oriented, and easy to follow:- “If a caller says there is an emergency, transfer to the default transfer number.”
- “If the caller asks for a human and transfer is unavailable, take a callback message with their name, phone number, and preferred callback time.”
- “If the receptionist is not sure of an answer, say that the team will follow up instead of guessing.”
- “For after-hours callers, take a message and include the caller’s preferred callback window.”
Rules give you a simpler way to define what your agent should do than complex workflows or visual builders. Say the behavior you want in clear language, then keep the rule updated as your process changes.
Rule templates
| Scenario | Template |
|---|---|
| Live transfer | If a caller asks for a human or describes an urgent issue, transfer to the default transfer number. |
| Callback | If the caller wants a callback, collect their name, phone number, reason for calling, and preferred callback window. |
| Uncertain answer | If the receptionist is not confident, take a message for the team instead of guessing. |
| After-hours | Outside business hours, take a message and tell the caller the team will follow up during the next business day. |
| Pricing questions | If pricing depends on the customer’s situation, explain the starting point and offer to have the team follow up with details. |
Add a rule
Write the instruction
Add a short title and the full instruction in the content field. Use tags if they help you find the rule later.