Rules

Rules are how-to-handle instructions: "when a caller asks about pricing, route them to email instead of quoting on the phone." Different from Knowledge entries (which are facts) and Won't Discuss (which is "refuse entirely"). Rules shape the answer; they don't replace it.

Rules has its own page at /dashboard/knowledge/rules. You reach it from the "Rules" chip in the header of both the Knowledge Base page and the Receptionist page — they're mirrored, so it doesn't matter which you start from. Both chips lead to the same dedicated page, and it reads and writes one shared list, so a rule you add from either entry point shows up on both.

• Use a Knowledge entry when there's a specific factual answer ("our pricing for X starts at Y").
• Use a Rule when the right response depends on context, not facts — "always offer a callback before a quote", "if asked about competitors, redirect to our differentiators", "never commit to a turnaround time without checking the schedule".
• Use Won't Discuss when the AI shouldn't engage with a topic at all (legal advice, medical advice).

A rule is a single plain-English instruction, typed into one text box. There's no separate "trigger" and "response" field — you write the whole instruction as one sentence, the way you'd brief a new receptionist. The AI compiles it into its real-time decisions; you never write anything machine-readable.

• "When someone asks about pricing, always offer our free 15-minute consultation."
• "If a caller mentions a competitor, redirect to our value props instead of comparing."
• "Never guarantee same-day service — offer next business day."

1. 1Add rules sparingly. Each rule is a constraint the AI carries on every call — too many and the call starts to feel scripted.
2. 2Write the whole instruction in one sentence, starting with the situation it covers. "When someone asks about pricing, offer the free consultation" works; a vague topic label like "pricing policy" doesn't give the AI enough to act on.
3. 3Be specific about what the AI should do. "Be helpful" isn't a rule, that's the AI's default. "Always confirm availability with the team before committing to a 2-hour window" is a rule.
4. 4Test by calling your AI and triggering each rule yourself. Don't assume — listen. If a rule isn't firing, the phrasing usually needs to match a caller's words more closely.
5. 5Review monthly. Rules that exist to fix one bad call often outlive the situation that caused them. Each rule has its own on/off toggle and a delete action, so you can retire one without losing the others.

On paid plans, the Rules page shows a "Suggested from calls" feed — rules your AI proposes after noticing a pattern across real calls. Each suggestion has Add rule and Dismiss buttons. Adding one drops it straight into your rules list; dismissing clears it. Suggestions are proposals only — nothing becomes a rule until you approve it.