TroubleshootingIntermediate6 min read

AI Not Following My Rules? Configure AI Behavior Guidelines

Troubleshoot AI not following your configured rules. Learn how to write effective rules and ensure your AI behaves as intended.

Quick Answer: If your AI isn't following rules, check that rules are saved properly, written clearly, and not conflicting with other configuration. Go to AI Logic > Receptionist > Rules To Follow to review and edit your rules.

What You'll Learn

This guide explains how to write effective rules for your AI receptionist and troubleshoot situations where the AI doesn't seem to be following your guidelines.

Step-by-Step Troubleshooting

Navigate to AI Logic > Receptionist
Scroll to Rules To Follow section
Review each rule for clarity and specificity
Check for conflicting rules that might confuse the AI
Make sure rules are saved (look for the save confirmation)
Test with a call to see if the behavior changes

Common Causes of Rules Not Working

Vague language: Rules like 'Be nice' don't give clear guidance
Conflicting rules: Two rules that contradict each other confuse the AI
Unsaved changes: The rule was written but not saved
Overridden by scripts: Conversation scripts may take precedence
Rare scenario: The situation doesn't come up often enough to test

Writing Effective Rules

Good rules are specific, actionable, and clear. Here are examples:

Bad rule: 'Don't be pushy'

Good rule: 'Never ask to book an appointment more than twice in one conversation. If the caller declines twice, offer to send information via email instead.'

Bad rule: 'Handle emergencies properly'

Good rule: 'For any call mentioning water leak, gas smell, or no heat in winter, immediately offer to transfer to our emergency line. Do not try to schedule a regular appointment for these situations.'

Essential Rules to Configure

Emergency handling: Define what constitutes an emergency and how to respond
Competitor mentions: How to handle questions about competitor pricing
Information boundaries: What information the AI should NOT share
Escalation triggers: When to transfer to a human
Required data: Information that must be collected before ending a call

How Rules Interact with Other Settings

Understanding the hierarchy helps troubleshoot issues:

Conversation Scripts provide the main flow and are followed first
Rules act as guardrails that apply throughout the conversation
FAQs provide specific answers to specific questions
Business Info provides background context
Personality Traits affect tone and style

Testing Your Rules

Use the Test Your AI Receptionist feature
Deliberately create scenarios that should trigger the rule
Example: If your rule says 'never discuss competitor pricing,' ask about a competitor
Review how the AI responds
Adjust rule wording if needed

Frequently Asked Questions

Q: How many rules can I add?
A: There's no strict limit, but we recommend keeping rules focused. 5-10 well-written rules are better than 50 vague ones.

Q: Can rules be different for new vs current customers?
A: Rules apply to all conversations. For customer-specific behaviors, use the respective conversation scripts.

Q: What if I need a rule that contradicts another rule?
A: Write one comprehensive rule that covers both scenarios with clear conditions (e.g., 'For residential customers do X, for commercial customers do Y').