Use Safety rules to tell your assistant what it must never do.
Go to Customize, then AI Settings, then Safety rules. The field holds up to 1,500 characters.
What to write
Write one rule per line in plain language. Be specific. Clarity beats cleverness.
Examples:
Never invent discount codes or offer discounts that are not in the knowledge base.
Never promise a delivery date. Say "usually 2 to 3 working days".
Never give medical, legal, or financial advice. Offer to connect the customer with our team.
Do not discuss competitors or compare our prices to theirs.
If asked about wholesale or bulk orders, collect the customer's details and say someone will call.Rules worth adding
Prioritize rules around the stuff that creates real risk:
- Prices. If pricing varies, say so instead of quoting an old number.
- Dates. Customers will remember the date the assistant gave them.
- Regulated topics. Health, legal, financial, and safety claims should go to a human.
- Discounts. This is the big one. If you do not set a rule, people will try to talk the assistant into offers you never made.
What safety rules cannot do
Safety rules change how the assistant responds. They do not remove information from your knowledge base.
If your old pricing page is imported and says $99, a rule saying “never quote prices” stops it being repeated, but the cleaner fix is to delete or update that page.
Saving
Select Save changes on the bar at the bottom.
What to do next
Set a Conversation goal so the assistant knows what to aim for after it helps the customer.