Bot rules tell your assistant how to behave and where to send people — what it should always say, never say, and which enquiries to route to a human or a phone number.
When you'd use this
- You want the bot to always mention something (e.g. a safety note).
- You want tech-diving or course enquiries to go to a specific person.
Adding a rule
- Go to Settings → Bot Rules.
- Add a rule and choose its category: disclosure, personality, greeting, sales, safety, routing, schedule, or handoff.
- Write the rule text. Order rules with sort order.
Routing enquiries
- Describe the intent, not the number: e.g. "For tech diving, give the phone book entry labelled 'Tech Diving'." The actual number lives in the Phone Book (see centre-info.md) so it stays in one place.
Tips
- 🟢 Use "always" and "never" wording. Rules that say "if", "when", or "where possible" are treated as optional by the AI and often skipped.
- Mark must-follow rules as high priority.
- Don't put phone numbers in rules — point at a Phone Book label instead.
Troubleshooting
- The bot ignores a rule: rephrase it with "always"/"never" and raise its priority.
- Deleting a rule is permanent — the confirm says "Permanently delete this rule? This cannot be undone."