Policies
Policies define rules and guardrails that govern your agent's behavior.
Overview
A Policy is a behavioral rule that tells your agent what to do (or not do) in specific situations. Policies ensure consistent, compliant behavior across all conversations.
Examples:
Always verify customer identity before discussing account details
Never promise specific delivery dates
Escalate to human when customer mentions legal action
Offer discount only after first refund request is denied
Creating a Policy
Navigate to Agent Config > Policies and click Create Policy.
Name
Clear identifier for this policy
Description
What this policy governs
Rule
The specific behavioral instruction
Trigger
When this policy applies
Priority
Override order when policies conflict
Policy Types
Compliance
Legal and regulatory requirements
Brand
Voice and messaging consistency
Escalation
When to involve humans
Boundary
Topics to avoid or redirect
Process
Required steps in specific flows
Best Practices
Write policies as clear instructions
Define specific triggers for each policy
Test policies against edge cases
Review policies regularly for relevance
Related Documentation
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