Give Helply agents clear instructions for how to communicate, make decisions, handle exceptions, and represent your business.
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Agent settings›Guidelines
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GuidelinesConfigured for Support agent
Set communication standardsDefine how agents should speak to customers, how detailed responses should be, and…
Define business rulesTell agents how your policies work and how different situations should be handled.…
Set boundariesDefine what agents can handle independently and when they should stop and involve a…
Guide decisionsGive agents instructions for situations that require judgment rather than a simple…
Apply guidelines where they matterDifferent agents, customers, products, or situations can require different…
Your rules. Followed on every conversation.
Set communication standards
Define how agents should speak to customers, how detailed responses should be, and how your brand should sound.
Define business rules
Tell agents how your policies work and how different situations should be handled. From refunds and cancellations to account changes and exceptions, your rules become part of how the agent operates.
Set boundaries
Define what agents can handle independently and when they should stop and involve a human.
Guide decisions
Give agents instructions for situations that require judgment rather than a simple answer.
Apply guidelines where they matter
Different agents, customers, products, or situations can require different instructions. Give agents the right guidance for the work they’re doing.
Your rules, on every conversation
Great support isn’t just about knowing the right answer. It’s knowing how your company wants that answer handled — followed consistently across every interaction.
Define how agents should speak to customers, how detailed responses should be, and how your brand should sound.
Agent settings›Guidelines
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CommunicationApplies to every agent
ToneWarm, direct, no jargon
LengthAnswer first, then details
Sign-off“— The Acme team”
Define business rules
Tell agents how your policies work and how different situations should be handled. From refunds and cancellations to account changes and exceptions, your rules become part of how the agent operates.
Guidelines›Business rules
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Business rulesFollowed on every conversation
R
Refunds over $500Always need a person
Rule
A
Annual plansProrate after 30 days
Rule
D
DiscountsNever offer without approval
Rule
Set boundaries
Define what agents can handle independently and when they should stop and involve a human.
Give agents instructions for situations that require judgment rather than a simple answer.
Guidelines›Decisions
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When unsureDecision guidance
Low confidenceAsk a clarifying question first
Angry customerAcknowledge, then hand to a person
Legal topicsNever answer, always escalate
Apply guidelines where they matter
Different agents, customers, products, or situations can require different instructions. Give agents the right guidance for the work they’re doing.
Guidelines›Scope
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Where guidelines applyScoped by channel and team
E
EmailFormal tone, full sign-off
On
C
ChatShort answers, no sign-off
On
E
Enterprise accountsAlways CC the account owner
On
Your rules, on every conversation
Great support isn’t just about knowing the right answer. It’s knowing how your company wants that answer handled — followed consistently across every interaction.
All tickets›Nimbus #31
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Nimbus #31Refund for 2 removed seats
P2
MMaya Chen via email · 9:41 AM
We removed 2 seats on Oct 3. Can you refund the difference?
Your best support people understand more than your product. They understand your policies, your customers, your tone, and how you expect decisions to be made.
Guidelines give your AI agents that same operating context.
Guidelines are instructions that define how your AI agents should behave and make decisions.
What’s the difference between Knowledge and Guidelines?
Knowledge tells an agent what is true. Guidelines tell an agent how you want it to behave.
Can Guidelines control tone?
Yes. You can define how agents should communicate with customers.
Can we create different Guidelines for different situations?
Yes. Guidelines can be applied based on the agent and type of work being performed.
Can Guidelines tell an agent when to escalate?
Yes. You can define situations where human involvement is required.
Set the rules once. Every agent follows them.
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