Chat rules

Information says what is true. Rules say what the assistant should do with it: what to ask, what to avoid, and how formal to sound. Without rules it will answer politely and still skip the order number you always need.

"Always ask for the order number and email" is a rule. "Returns are accepted within 30 days" is information. Chat and email share the same rules, so you say it once.

How to change them

You do not edit a script by hand. You tell the Internal AI assistant, with that group open, what should be different. Rules on the group is where you read the result back. An empty group says No chat rules yet.

1. Describe the change in plain language

   The internal assistant opens with "How should the bot talk to customers?" Say the tone, what to ask for, or an exception. "If they want a return, ask for the order number and email before anything else."

2. Let it write the rule

   It saves the instruction. The customer-facing assistant uses it on the next reply. You do not restart anything.

3. Check Rules

   Open Rules and read it. If a sentence is a fact, such as a price or opening hours, move that into information. Tone, when you have set it, shows here too.