Add a rule of your own

Write a question you want asked of every conversation, and put it live.

Use this when there is a question you ask every time you read a conversation by hand, and you want it asked of all of them.

One thing to know first. You do not type the rule. You give the product the writing that defines good for your business, and it compiles the rules out of that writing, so every rule can point at the sentence it came from.

The steps

1. Open Scoring quality, then What we check. It lists every rule a conversation is scored against.
2. If no agent has a set of rules yet, open Say what good looks like, and compile a first version. Otherwise open Write or edit a rule, in Setup, which lands you in Setup under Scoring.
3. Under Industry pack, pick a pack and press Apply pack if one fits your business. It adds its rules in the background, where they decide nothing.
4. Under Your documents, choose a Document type. The list is System prompt, SOP, Fields to extract, Guardrails, Goal, Funnel, Setup, Observed and Manual.
5. Paste the text into Content, or use Upload a file instead for a .txt, .md or .json file. Add a Note if you want to remember which version this was. Press Save document.
6. Press Compile. It says how many rules it wrote, how many near-identical ones it merged into one, and how many places your documents and the pack disagree.
7. Press Next to reach the review step.
8. Settle every conflict first. Each card shows both rules, and Keep this one on a side keeps that side and refuses the other.
9. Work through the rules awaiting review. Each row carries its question, its severity and when it passes, with Approve and Reject.
10. Press Build with my decisions to fold your answers into a fresh version.
11. Press Promote to active to put it in use, or Promote to canary instead to run it beside the version in force first.

What to do with what you find

Nothing you approve moves a score you have already read. A rule starts counting at the next version freeze, and every score carries the Rules version that produced it, so old figures stay comparable with each other.

Read the new rule against a real conversation before you promote it. Open a conversation, find the rule under What we found, and see whether the question reads the way a supervisor would ask it out loud.

If two of your documents disagree, the compile step says so and the review step is where you settle it. Settling it there is cheaper than leaving two rules in force that cannot both pass.