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Configuring Conversation & Recommendation Rules ​

Rules are how you shape your agent's personality and decision-making — they layer your brand's specific behavior on top of the assistant's built-in shopping smarts. This article explains how rules work and how to have the AI draft a starter set for you.

How rules shape your agent ​

Your agent already knows how to greet shoppers, ask helpful questions, stay on topic, and only recommend products that exist in your catalog. Rules let you add instructions on top of that foundation. You'll find them in the Rules panel of the chat builder, organized into two tabs:

  • Conversation — control how your agent talks. They apply while it writes each reply, and cover tone, escalation, and topic boundaries. This tab also has a Tone of voice box for a short description of how the agent should sound.
  • Recommendations — control which products your agent considers. They run before it writes a reply, and cover what to prioritize, how to handle availability, and how to weigh price.

Screenshotthe Rules panel showing the Conversation and Recommendations tabs, a few rule cards, and the Tone of voice box

Each rule is a short instruction with a name. Use the checkbox on a rule card to turn it on or off, and the card's actions to edit, duplicate, or delete it.

Add a rule yourself ​

  1. Open the Rules panel and pick the Conversation or Recommendations tab.
  2. Click Add Verifywhen AI generation is enabled this is a dropdown; otherwise it reads "Add rule".
  3. Choose Add New to write a rule by hand.
  4. Give the rule a short Name and write the instruction in the Prompt box (for example, "If asked about refunds, direct users to our support page").
  5. Optionally click Attach file to add PDF, CSV, or TXT files that give the agent more context — up to 3 files, 5MB each.
  6. Click Add to save.

Let AI generate rules for you ​

If rule generation is available on your account, you can have the assistant draft a full starter set. VerifyAI rule generation is gated by a feature flag and may not appear for every account

  1. Click Add, then choose Generate with AI.
  2. In the Instructions box, describe your objective — for example, "focus on sustainability" or "target luxury shoppers."
  3. Click Generate.

The AI reviews your brand's website content and product catalog alongside your instructions, then produces a set of conversation rules, recommendation rules, and a tone of voice tailored to your brand. It always includes a welcome message and only adds behavior that's specific to you — it won't restate the built-in defaults.

Screenshotthe Generate Rules dialog with the Instructions box

The assistant adds the rules you select. Your existing rules stay unchanged, so review the results afterward. You can edit, disable, or delete any generated rule just like one you wrote yourself.

Tips ​

  • Keep each rule short and specific — one clear instruction per rule works best.
  • Turn a rule off with its checkbox instead of deleting it if you only need it temporarily.
  • Generated rules are a starting point. Fine-tune the wording so it matches your brand's voice exactly.