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 — control how your agent talks. They apply while it writes each reply.
• Recommendations — control which products your agent considers. They run before it writes a reply.

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 Recommendations sub-tabs, a few rules, and the Tone of voice box

Add a rule

1. Choose the Conversation or Recommendations 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 Add New 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 with AI. 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.

Compact your rules with AI

Over time a list can collect rules that overlap or repeat each other. Compact with AI finds rules that say similar things and suggests merging each group into one rule. You review every suggestion before anything changes.

1. Choose the Conversation or Recommendations tab.
2. Open the Add menu and choose Compact with AI. The option is unavailable until the list has at least two rules that are turned on and have no attached files.
3. Review the suggestions. Your Current rules appear beside the Compacted list. Each suggested merge is color-matched to the rules it combines, so you can see what goes where. Select Why to see the reason for a merge, and select any rule text to read it in full.
4. Adjust the suggestions if you like. You can edit the name and prompt of a merged rule directly in the dialog, and clear the checkbox on any merge you don't want. Every merge is checked by default.
5. Select Apply selected to apply only the checked merges, or Accept all to apply every suggestion. Select Close to leave without changing anything.

Screenshotthe Compact dialog showing the Current and Compacted columns with color-matched merges

Rules that are turned off and rules with attached files are never merged. They stay in your list unchanged. If no rules overlap, the dialog says "Nothing to compact in this list." Lists with more than 100 rules can't be compacted.

If your rules change while the dialog is open, you'll see "Your rules changed. Run compaction again." Close the dialog and run Compact with AI again.

Undo a merge

After you apply, each merged rule shows a Merged from label with the number of rules it replaced, and an Undo merge button. Select Undo merge to bring back the original rules.

Undo merge stays available until you change the name, prompt, or attachments of any rule in the list, restore an earlier version, or reload the page. Turning a rule on or off does not remove it. Undo merge is separate from the builder's design undo and redo arrows, which don't affect rules.

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.