Rules
Rules let you control your receptionist's behavior beyond its default capabilities. Each rule is a natural language instruction that your receptionist follows during calls. You can have up to 50 rules per receptionist.
Rule priority
Section titled “Rule priority”Each rule has a priority level that controls how strictly your receptionist follows it:
| Priority | Behavior |
|---|---|
| Strict | The receptionist must always follow this rule, no exceptions |
| Suggestion | The receptionist treats this as guidance but may deviate if the conversation requires it |
Use strict for hard business rules (pricing, legal requirements, safety). Use suggestion for stylistic preferences and soft guidelines.
Example rules
Section titled “Example rules”| Priority | Title | Description |
|---|---|---|
| Strict | No medical advice | Never provide medical advice. Always recommend the caller schedule an appointment with a specialist. |
| Strict | Confirm phone number | Always confirm the caller's phone number before booking any appointment. |
| Suggestion | Mention discount | When booking a first appointment, mention our 20% new client discount. |
| Suggestion | After-hours greeting | If someone calls outside business hours, let them know our hours and offer to take a message. |
| Strict | No competitor discussion | Never discuss competitor products, pricing, or services. |
| Suggestion | Upsell add-ons | When booking a haircut, suggest adding a conditioning treatment. |
Best practices
Section titled “Best practices”- Use strict sparingly — only for non-negotiable business rules
- Keep descriptions specific and actionable
- Test after adding rules to verify they work as expected
- Fewer focused rules work better than many vague ones