Rules: guide how your agent behaves

The Rules tab lets you write plain-language instructions that shape how your agent talks to shoppers and what it suggests. You can add your own rules, turn them on or off, and set an overall tone of voice.

Where to find it

Open your agent in the builder and select the Rules tab. Rules are split into two lists:

• Conversation — how the agent communicates (style, what to say, what to avoid).
• Logic — how the agent makes product recommendations.

Each tab shows the number of rules it contains, and every rule can be switched on or off with its checkbox.

Screenshotthe Rules tab showing the Conversation and Logic sub-tabs, a few rules, and the Tone of voice box

Add a rule

1. Choose the Conversation or Logic tab, depending on what you want to change.
2. Select Add rule. (If rule generation is turned on for your account, this is an Add menu instead — choose Custom to write your own.)
3. Enter a short Name so you can recognize the rule later.
4. In the Prompt field, describe what you want the agent to do in plain language — for example, "Keep responses friendly and professional. If asked about refunds, direct users to our support page."
5. Select Add to save.

Your new rule appears in the list, turned on by default.

Attach reference files (optional)

While adding or editing a rule, you can give the agent extra context by attaching documents. Select Attach file and choose a PDF, CSV, or TXT file. You can attach up to 3 files per rule, 5MB each.

Edit, duplicate, or delete a rule

Open the actions menu on any rule Verifythe three-dots icon on the right of the rule and choose:

• Edit — change the rule's name, prompt, or attachments.
• Duplicate — create a copy (named with "(Copy)") that you can adjust.
• Delete — remove the rule.

Turn a rule on or off

Select the checkbox next to a rule to enable or disable it. Disabled rules stay in your list but the agent ignores them, so you can pause a rule without losing it.

Set the tone of voice

At the bottom of the Conversation tab, the Tone of voice box sets the overall personality your agent uses across every reply — for example, "Professional & courteous." Type your description and it saves automatically.

Screenshotthe Tone of voice text box at the bottom of the Conversation tab

Generate rules with AI

If rule generation is enabled for your account, open the Add menu and choose Generate VerifyGenerate. Describe your objective in the Instructions box and the assistant creates a set of rules for you, which you can then edit or remove. This option only appears if it has been turned on for your account.

Tips

• Keep each rule focused on one idea — it's easier to turn individual behaviors on and off.
• Changes are saved as you make them, so there's no separate Save button for the rule list or tone of voice.