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What are Guidelines?

Guidelines define condition-response pairs for handling edge cases:
  • Condition — When this situation occurs…
  • Response — …the assistant should respond this way
Guidelines are best suited for behavioral guidance (how to handle a situation), not factual information (what to say). Put specific data like pricing, hours, or product details in the Knowledge Base. For specific facts, data, or detailed information the assistant should know, use the Knowledge Base instead. Guidelines are edited in the script editor under Behaviour & Knowledge → Guidelines.

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How Guidelines Work

Guidelines can be input from the script builder under the “Guidelines” section. When generating a response, the AI considers all active guidelines and applies relevant ones based on the conversation context. Guidelines directly influence the assistant’s behaviour, shaping tone, personality, and how it handles specific situations — see Assistant Behaviour for details.

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Writing Guidelines

Each guideline has two parts:

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Examples

Handling Pricing Questions:
Technical Questions:
Emotional Situations:

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Best Practices

Guidelines shape assistant behaviour including tone and response style. Keep these tips in mind:
  1. Be specific with conditions — Vague conditions can trigger unexpectedly or be missed entirely
  2. Keep responses actionable — Tell the assistant what to do, not just what to avoid
  3. Don’t duplicate flow logic — Use guidelines for cross-cutting concerns, not primary conversation paths
  4. Test edge cases — Verify guidelines work as expected in real conversations
  5. Prioritize safety — Include guidelines for handling sensitive topics appropriately

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Common Use Cases

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Next Steps