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The Rules page lets you shape your agent’s behavior in plain text. Instead of building workflows or maintaining decision trees, write the instruction the way you would explain it to a teammate. Rules are useful for actions, policies, and judgment calls: when to transfer a caller, when to take a callback message, what to do after hours, and how to handle questions that need a human response.

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What to put in rules

Good rules are specific and action-oriented:
  • “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 let you define agent behavior in clear language. Keep each rule updated as your process changes.

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Rule templates

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Add a rule

1

Open Rules

In the dashboard sidebar, go to Agent > Rules.
2

Add a rule

Click Add Rule.
3

Write the instruction

Add a short title and the full instruction in the content field.
4

Add

Click Add. The rule appears at the bottom of the table.

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Order your rules

Your receptionist reads rules in priority order, starting at the top of the table. Put the rules that matter most first. To move a rule, drag it by its handle. You can also open More options on the rule and choose Move up or Move down.

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Transfers and callbacks

Transfers use the default transfer number in Agent > AI settings, or the number of an employee the caller asks for. Transfer numbers must be in a country LobbyStack can call, and during a free trial, calls transfer only to the mobile number you verified. When a live handoff is not the right next step, the receptionist can create a follow-up task with callback details. Those tasks appear in the dashboard and on call detail pages.

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Recording and transcripts

LobbyStack stores call transcripts and can store call recordings. Operators review recordings from the Calls page when a recording is available. Use rules for call-handling behavior. Manage recording and retention policy in your workspace and compliance settings.