Guardrails and response guidelines

What it's for

Guardrails and response guidelines are strict rules that your AI agent always respects. This is what makes the AI reliable and safe for your business: you stay in control of what it can and cannot say. You define them in the agent's Settings tab.

Guardrails: the prohibitions

A guardrail tells the AI what it must never do. It is a safety barrier.

Examples of guardrails:

• "Never promise a refund."
• "Never give medical advice."
• "Never make up a price: if you don't know it, say you will check."

Response guidelines: style and obligations

A response guideline tells the AI how to answer: its style, its phrasing, its obligations.

Examples of guidelines:

• "Always greet the customer by their first name."
• "Always end with: Have a great day!"
• "Answer in two sentences maximum."

How to set them up

1. Open your agent in AI Agents.
2. Go to the Settings tab.
3. In the Guardrails field, write your prohibitions, one per line.
4. In the Response guidelines field, write your style obligations, one per line.
5. Save.

💡 Tip — Guardrails and guidelines are sent to the AI on every answer. So this is the ideal place for a rule that must always apply, whatever the customer's question.