Your rules. Followed in every conversation.
Good support is not just about knowing the right answer, but knowing how your company wants it handled. Guidelines make exactly that the foundation of every agent.
Why teams use the Guidelines
Communication standards
How agents talk to customers, how detailed their answers are and how your brand sounds.
Business rules
From refunds and cancellations to account changes and exceptions, your rules become part of the agent.
Set boundaries
What agents can handle on their own and when they stop and bring in a human.
Guide decisions
Instructions for situations that need judgement, not just an answer.
How the Guidelines works
Define
Set tone, rules and boundaries, in plain language.
Assign
Different agents, customers or products get the matching rules.
Apply
Agents follow them in every conversation, automatically.
Adjust
Change a rule, and the agents follow it right away.
Common questions
Can I set different rules per agent or product? +
Yes. Different agents, customers, products or situations can get different Guidelines.
Do Guidelines also decide when to escalate? +
Yes. In them you set what an agent can decide on its own and when it needs to bring in a human.
How quickly do changes take effect? +
Instantly. As soon as you change a rule, the agents work by it.
Works with the tools you already use
Give your agents the rules of your business.
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