Custom rules
List of rules the bot follows strictly.
What is a rule?
Rules are short imperative sentences that forbid or enforce specific behavior. Unlike tone (which is a general persona), rules are hard constraints. Examples:
• "Never quote a specific time before confirming it's free"
• "On discount questions — say we only run promos at month's end"
• "If a client is aggressive, route to the owner at phone XXX"
• "Never recommend a competitor"
Where to add them
In the setup wizard — "Extra details" screen, "Custom rules" section. Type a rule in the input, press Enter (or "+") — added as a tag.
In the dashboard — Settings → "Tone & rules" section → rules list. Type in the input, press Enter, added. X on the tag to remove.
How many rules?
5–15 rules is the sweet spot. Below 5 — too generic, the bot improvises. Above 20 — they start contradicting and the bot gets confused. Keep rules short and concrete.
When the bot breaks them
AI models follow rules >95% of the time, but aren't deterministic. If the bot misses a rule:
1. Rephrase it more strongly ("never", "always")
2. Move it higher in the list
3. Duplicate it in the FAQ if the case is critical
4. Still failing — email ai@raiceptionist.com
Tip: Rules affect every reply. Don't write a rule for something that happens once a month — better handle it manually then.